... Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Facilities management Customer satisfaction Hotel Service quality SERVQUAL Ghana Secondary cities In today’s world of fierce competition, providing high-quality services and achieving customer...

...Oti Amankwah; Weng Wai Choong; Naana Amakie Boakye-Agyeman; Ebenezer Afrane Purpose Patient-centred strategies should be applied in health-care facilities management (HcFM) to guarantee service quality to meet patients’ needs and ensure quality patient health-care experience. This paper aims...

.../methodology/approach The study assessed user satisfaction with FM service quality by using a POE of their perceptions about the attitude and courtesy of the FM personnel, the reliability of the FM services they provide, the responsiveness and the competence of the service providers. The study used walk...

... administrative process on the relationship between FM service quality and patients’ health-care experience as well as the moderation effect of adequacy of health-care resource on the relationship between FM service quality and patients’ health-care experience can also be tested. Future studies on the same...

... satisfaction point). The findings also showed high levels of service quality with the four dimensions of satisfaction investigated. Originality/value This study demonstrates US with outsourced FM services for multi-tenant SMs in Ghana. Practically, property owners, potential investors and other...

... resources between core health care and non-core facilities management (FM) services. Given that financial resources are needed to facilitate the smooth operation of the FM department, this paper aims to investigate the direct and indirect effects of finance on the relationship between service quality...

...Anestis Fotiadis; Metin Kozak Purpose The aim of this study was to investigate the differences in the perception of service quality among various demographic and behavioural visitor segments within the theme park tourism market. Design/methodology/approach A quantitative survey was conducted...

... in highly developed societies is spent indoors. Service quality Facilities management Facility management Sustainability Assessment Service level agreement Without a doubt, the design and construction phase of buildings deserves a sustainability consideration and optimisation...

... for solutions and alternatives that match his or her expectations and needs. The customer evaluates alternative solutions and suppliers by reviewing their offerings with regard to various features (Lovelock and Wirtz, 2007). Service quality Relationship management Customer Client User Services...

... Customer satisfaction Service quality Shopping mall Shopping centres China Shops (buildings) Facilities management (FM) is a term that encompasses a variety of activities to effectively manage built assets and deliver services (Amaratunga, 2000). Early FM emphasises “hardware...

... © MCB UP Limited 2001 --> Awards Construction industry Service quality Morgan Lovell is first construction company to win coveted Unisys Service Excellence Award Keywords: Awards, Construction industry, Service quality Workplace specialist Morgan Lovell has...

...Mats G. Holm; Jan Bröchner While service quality receives growing attention in the construction industry, few studies have dealt with the relation between craftsmen and building users. However, when office staff are present in the building during conversion projects (refurbishment or office...

...Phil Roberts © MCB UP Limited 2000 --> Local government Public tender Service quality 4. Facility futures: providing community services in 2010 Phil Roberts Phil Roberts is Head of Strategic Facilities Management at Hertfordshire County Council, Chairman...

.... © Company 1998 Fraud Local authorities Service quality Tenants Training Vandalism A very large proportion of the UK population lives in dwellings owned and maintained by local authorities. In the last 19 years this proportion has been falling and the demographic structure...

... with the concepts of ISO 9000. © MCB UP Limited 1996 Building trade ISO 9000 Service quality Small firms In the context of quality systems a small firm has been defined[ 1 ] as one run by a single manager who is the owner, or in close touch with the owner, and who knows the procedures which...

... in key FM categories. © MCB UP Limited 1996 Facilities management Financial control Outsourcing Service quality User satisfaction Rank Xerox (RX) is the Document Company: an organization with a clear vision of the year 2000 to be “the leader in the global document market, providing...

..., ventilator, monitors, etc.) to complete the surgery without complications which could arise without such a system. © MCB UP Limited 1995 Competitiveness Contingency planning Facilities management Health care Regulations Safety factors Service quality USA A modern health‐care...

... MCB UP Limited 1994 Benchmarking Effectiveness Facilities management Maintenance Operating costs Performance measurement Service quality Statistical process control In this article David G. Kincaid considers the basis for measurement of performance in facilities management...

... Facilities management Profitability Service levels Service quality © MCB UP Limited 1994 The roll‐out of the programme must involve people from within the FM area at all levels and draw on customer input at an early stage. The involvement of more junior staff will often unlock opportunities...

..., facilities management partnering, and developing the role of the service manager. © MCB UP Limited 1993 Delivery Facilities management Service quality Suppliers FACILITIES Sourcing the Facilities Service Keith Alexander DELIVERING THE SERVICE The key issue in facilities management...