Analyzing the effect of service quality and performance of service over resident's satisfaction in high rise condominiums | |
| Author | Reddy, Gavulla Surya |
| Call Number | AIT Thesis no.CM-19-25 |
| Subject(s) | Facility management Consumer satisfaction Condominiums--Management |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering in Construction, Engineering and Infrastructure Management |
| Publisher | Asian Institute of Technology |
| Abstract | Facility management (FM) had emerged as one of the fastest growing service sector over the past decade. Management companies have failed to provide a desirable service to tenants, causing high tenant turnover and negative impressions causing lower customer satisfactions (Dissanayake and Wanninayake, 2007). The establishment of customer satisfaction in field of condominium facility management is still an abstract concept for practitioners and researchers. The purpose of this study is to identify and analyze crucial variables of customer satisfaction towards residential facility management (FM) and enabling the FM companies to deliver high quality services. This research is quantitative approach, based on the data collected from 8 condominiums in southern part of India. In this study FM services are divided into two interrelated latent variables namely ‘performance of service’ and ‘service quality’, then a hypothesized structural model is developed for identification and quantifying influence of service performance and service quality on customer satisfaction. A total of 300 respondent’s data is considered in analyzation of this study. Then, SPSS software is a used for EFA to assess the validity and reliability of constructs. Further, AMOS software is used to identify the relationship between Performance of service, service quality and resident’s satisfaction. This study reviled that both performance of service and service quality has significant positive effect on resident’s satisfaction and effect of service quality is higher than performance of service. Further, results indicate that there is also a significant positive effect of service quality on performance of service. The facility management companies in high rise condominiums are recommended to concentrate on service quality dimensions in order to achieve higher residential satisfaction which leads the FM companies into profits and sustain in competitive market. |
| Keyword | |
| Year | 2019 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Civil and Infrastucture Engineering (DCIE) |
| Academic Program/FoS | Construction Engineering and Infrastructure Management (CM) |
| Chairperson(s) | Santoso, Djoen San; |
| Examination Committee(s) | Chotchai Charoenngam;Hadikusumo, Bonaventura H.W.; |
| Scholarship Donor(s) | AIT Fellowship; |
| Degree | Thesis (M. Eng.) - Asian Institute of Technology, 2019 |