In search of excellence in facilities maintenance services - a new model for assessing the quality and customer satisfaction

摘要

It is widely agreed that quality and customer satisfaction are important factors affecting the overall performance of a service company (see for example Gronroos 2001; Gebauer & Friedli 2005; Parasuraman 1998). In academic discussion these themes were for a long time researched only from a business-to-consumer point of view. In recent years there has been a growing interest in these topics from business-to-business point of view. It has been concluded that most concepts developed in the business-to-consumer area are applicable also in a business-to-business environment. (See for example Rosomme 2003; Eggert & Ulaga 2002; Tikkanen et al. 2000; Hogan 2001; Mehta & Durvasula 1998; Qualls & Rosa 1995; Ulaga & Chacour 2001) The focus of this paper is the service quality and satisfaction in one specific line of business - namely in facilities maintenance services The primary aim of this article is to build a framework for assessing and measuring service quality in facilities maintenance services from the end-user point of view. This could be formulated as following research question.