IDEAS home Printed from
   My bibliography  Save this article

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


  • Gladys Kim Wan Siu
  • Adrian Bridge
  • Martin Skitmore


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.

Suggested Citation

  • Gladys Kim Wan Siu & Adrian Bridge & Martin Skitmore, 2001. "Assessing the service quality of building maintenance providers: mechanical and engineering services," Construction Management and Economics, Taylor & Francis Journals, vol. 19(7), pages 719-726.
  • Handle: RePEc:taf:conmgt:v:19:y:2001:i:7:p:719-726 DOI: 10.1080/01446190110062104

    Download full text from publisher

    File URL:
    Download Restriction: Access to full text is restricted to subscribers.

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    1. Baumol, William J, 1982. "Contestable Markets: An Uprising in the Theory of Industry Structure," American Economic Review, American Economic Association, vol. 72(1), pages 1-15, March.
    2. Michael Ball & Mahtab Farshchi & Maurizio Grilli, 2000. "Competition and the persistence of profits in the UK construction industry," Construction Management and Economics, Taylor & Francis Journals, vol. 18(7), pages 733-745.
    Full references (including those not matched with items on IDEAS)


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:conmgt:v:19:y:2001:i:7:p:719-726. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Chris Longhurst). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.