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

Abstract

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 by means of 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.