To read this content please select one of the options below:

Perceived quality of built environment, service, satisfaction and value in use, in the context of residential buildings

Marcelo Benetti Corrêa Da Silva (Universidade de Caxias do Sul, Caxias do Sul, Brazil)
Marina Giacometti Valente (Universidade de Caxias do Sul, Caxias do Sul, Brazil)
Angela Petroli (Universidade de Caxias do Sul, Caxias do Sul, Brazil)
Deonir Detoni (Universidade de Caxias do Sul, Caxias do Sul, Brazil)
Gabriel Sperandio Milan (Business School, Universidade do Vale do Rio dos Sinos, São Leopoldo, Brazil)

Journal of Facilities Management

ISSN: 1472-5967

Article publication date: 22 August 2020

Issue publication date: 29 September 2020




Post-occupancy evaluation (POE) demonstrates relevance nowadays. Because of the wide competition between construction companies, it is necessary to be assertive, so satisfied clients bring new clients through communication amongst the users. This paper aims to assist a construction company, evaluating apartment owner’s perceptions regarding the built environment, the perceived quality of services, the satisfaction and the value in use, in the context of multifamily buildings.


This paper presents quantitative research of POE, applying confirmatory factor analysis and multiple linear regression. These methods analyse how the attributes behave in each theoretical dimension and evaluate the relationship between the dimensions of the built environment and services including customer satisfaction and value in use.


The results demonstrate that the constructs associated with management aspects such as service, cause higher levels of satisfaction and, therefore, higher value in use. The results become guidelines for constructors, supporting management and project decision-making.

Research limitations/implications

This study’s limitation is related to the number of questionnaires applied. The survey was applied to the apartment owners in all five buildings from a constructor, considered as the entire population of the research. For that reason, there were not used a sample. Further studies are required to improve the results, even more, using the present research in a larger sample, seeking a better generalisation. Also, future studies might evaluate other types of constructions and environments.


This paper used marketing constructs related to satisfaction, value in use and service, applied in the construction field of multifamily residential buildings.



This study was supported by Coordination for Improvement of Higher Education Personnel (Coordenação de Aperfeiçoamento de Pessoal de Nível Superior – CAPES).


Da Silva, M.B.C., Giacometti Valente, M., Petroli, A., Detoni, D. and Milan, G.S. (2020), "Perceived quality of built environment, service, satisfaction and value in use, in the context of residential buildings", Journal of Facilities Management, Vol. 18 No. 4, pp. 451-468.



Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited

Related articles