Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

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

Perceived quality of built environment, service, satisfaction and value in use, in the context of... 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/approachThis 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.FindingsThe 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/implicationsThis 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/valueThis paper used marketing constructs related to satisfaction, value in use and service, applied in the construction field of multifamily residential buildings. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Facilities Management Emerald Publishing

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

Download PDF
18 pages

Loading next page...
 
/lp/emerald-publishing/perceived-quality-of-built-environment-service-satisfaction-and-value-eZEp5g5Zxb

References (61)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1472-5967
DOI
10.1108/jfm-05-2020-0032
Publisher site
See Article on Publisher Site

Abstract

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/approachThis 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.FindingsThe 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/implicationsThis 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/valueThis paper used marketing constructs related to satisfaction, value in use and service, applied in the construction field of multifamily residential buildings.

Journal

Journal of Facilities Management – Emerald Publishing

Published: Sep 29, 2020

Keywords: Satisfaction; Post-occupancy evaluation; Services; Built environment; Value in use

There are no references for this article.