...: communication, quality, technology, operations and maintenance and business continuity planning. The authors identified the factors that most significantly influence customer satisfaction. Design/methodology/approach The authors distributed a structured survey to 70 stakeholders and analyzed 56 responses...

... assessment criteria, and will be used in this research (as the dependent binary variable) as the customers are the key stakeholders (Assudani and Kloppenborg, 2010) in SDPs. Customer satisfaction can be assessed immediately or sometimes after the project completion (as was done in this research project...

... process, level of competency of maintenance workers and health-care maintenance strategic planning. Practical implications Proactive maintenance is important in preventing dangerous occurrences in hospitals. Reducing breakdowns increases customer satisfaction. Therefore, this study shows implications...

... at: toyinsawyerr66@gmail.com © Emerald Group Publishing Limited 2013 Customer satisfaction Level of satisfaction Polytechnics Student housing Residential satisfaction Nigeria It is imperative to provide an on campus housing that will meet comfort, safety and conveniences requirement...

... an adequate model to capture the relationships between internal service quality, internal customer satisfaction and internal customer retention; and second, provide an instrument for the identification of areas of improvement for customer orientation in FM. Design/methodology/approach This research gives...

...‐based decision making on the use of facility services in the educational environment. It thus offers opportunities for FM to support the future learning landscape. Facilities management Value added Added value Customer satisfaction Educational environment Typology Literature review...

... at: marie.elf@chalmers.se © Emerald Group Publishing Limited 2009 Project briefs Health services Patient care Customer satisfaction Sweden In healthcare, there is a trend towards the collaborative briefing process, in which the professionals, building planner, and architects work...

...Sami Kärnä; Juha‐Matti Junnonen; Veli‐Matti Sorvala Purpose The purpose of this paper is to build a tested model and framework for describing the structure and factors influencing customer satisfaction in the construction industry. Design/methodology/approach The paper introduces a structural...