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An evaluation of customer perception of FM service delivery

Derren Shaw (Senior Project Co‐ordinator, BAE Systems plc, Chorley, UK)
Barry Haynes (Senior Lecturer, Sheffield Hallam University, Sheffield, UK)


ISSN: 0263-2772

Article publication date: 1 June 2004



Applies service quality theory to facilities management (FM), resulting in a more customer‐orientated approach to FM. Uses a questionnaire as the main source of data collection. Uses factor analysis to establish basic underlying concepts or dimensions. Proposes a “gap” model which makes a comparison between service quality and the level of importance that customers place on each service dimension. The implications are that FM managers can use service dimensions to measure the qualitative elements of FM service provision. Segmentation analysis allows FM managers to determine whether different service levels are required for customer segmentation groups. Allows the concepts and theories that are currently applied in the service quality literature to be applied in an FM context. This moves the debate about FM performance metrics more towards measuring and understanding customer perceptions and ultimately to customer management strategies.



Shaw, D. and Haynes, B. (2004), "An evaluation of customer perception of FM service delivery", Facilities, Vol. 22 No. 7/8, pp. 170-177.



Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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