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

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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

Citation

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. https://doi.org/10.1108/JFM-05-2020-0032