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Assessing the service quality of building maintenance providers: mechanical and engineering services

  • Gladys Kim Wan Siu
  • Adrian Bridge
  • Martin Skitmore
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    This study investigates the service quality in the maintenance of mechanical and engineering services. The determinants of service quality are identified and their means of evaluation are examined. A method of assessment is devised based on the SERVQUAL approach, and its use is then illustrated using a small empirical survey of clients and service providers and the 'Gap' model used to quantify the relationships between customer satisfaction, expected service, perceived service and service quality gap.

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    File URL: http://www.tandfonline.com/doi/abs/10.1080/01446190110062104
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    Article provided by Taylor & Francis Journals in its journal Construction Management and Economics.

    Volume (Year): 19 (2001)
    Issue (Month): 7 ()
    Pages: 719-726

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    Handle: RePEc:taf:conmgt:v:19:y:2001:i:7:p:719-726
    Contact details of provider: Web page: http://www.tandfonline.com/RCME20

    Order Information: Web: http://www.tandfonline.com/pricing/journal/RCME20

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