Assessment of Property Management Service Quality of Purpose Built Office Buildings

Purpose Facilities management (FM) professionals state that adopting FM will positively support core service delivery and ensure customer satisfaction. Evidences of such claim are important as it will enhance the rationale for institutionalising prudent FM service quality in hospitals in Ghana. This paper aims to assess the mediating effect of healthcare FM service quality on patients’ satisfaction and overall healthcare delivery. Design/methodology/approach This is a cross-sectional study involving adult patients at the Physician outpatient departments and Polyclinics of Komfo Anokye, Tamale and Cape Coast Teaching hospitals in Ghana. A questionnaire survey using a well-structured five-point likert scale based on the SERVQUAL dimensions and Healthcare core service dimensions rooted in the FM framework was used to collect data from 660 patients. Smart PLS was used to analyse the data of 622 valid questionnaires. Findings The study results revealed that FM service quality mediates the relationship between patients’ satisfaction and three of the constructs under core healthcare delivery. That is, (the quality of healthcare delivery, the quality of healthcare personnel and the adequacy of healthcare resources) – surprisingly, the fourth construct (the quality of administration process) was not supported. Originality/value There is no or at best very limited studies on the contribution of healthcare FM on patients satisfaction of core healthcare delivery in Ghana. Therefore, this study will enrich and contribute to knowledge in healthcare FM in general and that of a developing African country in particular.

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THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT, CUSTOMER SATISFACTION QUALITY OF SERVICE AND CUSTOMER LOYALTY (Empirical Study On Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah)

Dinasti International Journal of Management Science ◽

10.31933/dijms.v1i2.39 ◽

2019 ◽

Vol 1 (2) ◽

pp. 114-125

Author(s):

Subaebasni ◽

Henny Rinawati ◽

Anoesyirwan Moeins

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Relationship Management ◽

Customer Relationship ◽

Survey Method ◽

Management Service ◽

Corporate Travel

Every company should be able to understand the behavior of consumers in the target market because the survival of the company as an organization that seeks to meet the needs and desires of consumers rely heavily on the behavior of consumers. Through an understanding of consumer behavior, the management company can develop appropriate strategies and programs to take advantage of existing opportunities and outperform their competitors. Therefore, the quality of good service and build relationships with customers able to accomplish the goals of the company. It certainly needs to be an active part of all employees and those involved in the provision of services. (MORA, 2017). Based on the analysis and discussion that has been described on the effect of customer relationship management, service quality, and customer satisfaction to customer loyalty in Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah, it can be concluded that customer relationship management, service quality, and customer satisfaction proved to influence jointly on customer loyalty Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah. As this study is descriptive and verification, using the survey method.

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Developing dimensions to measure the quality of construction project management service

10.31219/osf.io/qp4zx ◽

2020 ◽

Author(s):

Ha Nam Khanh Giao

Keyword(s):

Project Management ◽

Service Quality ◽

Construction Project ◽

Professional Services ◽

Management Service ◽

Construction Project Management ◽

Customer's Loyalty ◽

Improve Service Quality ◽

Do So

In construction industry today, the consultancy companies need to improve service quality- an important part of consultancy service in order to enhance the customer’s loyalty, boosting the business for future projects and word of mouth reputation. The question is whether the dimensions applied to measure the quality of the generic services can be applied to the professional services such as the construction project management service? If yes, how to do so? This research is based on the literature review, especially Parasuraman et al (1985, 1988), Hoxley (2004), Murugavarothayan et al (2000) and Ong (2007); and the qualitative method to suggest possible set of dimensions to measure the service quality of the construction project management.

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A study of property management service quality and property owner's cost of second tier commercial building in Hong Kong

10.5353/th_b5791644 ◽

2016 ◽

Author(s):

Ka-long Wu

Keyword(s):

Hong Kong ◽

Service Quality ◽

Property Management ◽

Management Service ◽

Commercial Building ◽

Second Tier

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The Heterogenous Demand for Urban Parks between Home Buyers and Renters: Evidence from Beijing

Sustainability ◽

10.3390/su12219058 ◽

2020 ◽

Vol 12 (21) ◽

pp. 9058

Author(s):

Tianzheng Zhang ◽

Yingxiang Zeng ◽

Yingjie Zhang ◽

Yan Song ◽

Hongxun Li

Keyword(s):

Urban Parks ◽

Poor Quality ◽

Internal Quality ◽

Property Management ◽

Management Service ◽

Hedonic Price ◽

Price Model ◽

The Difference ◽

Different Levels

Many studies have confirmed that there is demand among urban residents and renters for urban parks. Moreover, as renters and home buyers have very different levels of ownership over their housing resources, their demands for amenities can be heterogenous. To discover and identify such heterogeneous demands is worthy of attention. Using the micro-housing resale transactions and listing data for housing leases in Beijing during 2019, this paper explores the difference between the demand for urban parks among home buyers and renters outside the community from the perspective of the internal quality of the community by using the hedonic price model (HPM). Specifically, from the dimension of the property management service fee and greening rate, we find that for home buyers, compared to residents living in relatively poor-quality communities, a better-quality community will reduce the demand for urban parks outside the community. Conversely, for renters, the higher the quality of the community is, the higher the demand for urban parks outside the community will be.

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Measuring service quality in construction project management service at AIC Management Co., Ltd.- A dimension-by-dimension analysis

10.31219/osf.io/bf5ke ◽

2020 ◽

Author(s):

Ha Nam Khanh Giao

Keyword(s):

Project Management ◽

Service Quality ◽

Construction Project ◽

Professional Services ◽

Management Service ◽

Construction Project Management ◽

Dimension Analysis ◽

Big Picture ◽

Improve Service Quality

In construction industry today, the consultancy companies need to improve service quality- an important part of consultancy service - in order to enhance customers’ loyalty, boosting business for future projects and word of mouth reputation. The question is whether the dimensions applied to measure the quality of the generic services can be applied to professional services such as construction project management service? If yes, how to do so? The research aims to conduct an assessment on service quality at AIC Management Co., Ltd based on SERVQUAL, a form of dimension-by-dimension analysis. The outcome would provide management with a big picture of current service quality. Consequently, recommendations will be provided according to the findings.

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