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FM Servicebarometer: monitoring customer perception of service performance

FM Servicebarometer: monitoring customer perception of service performance Purpose – In the past, FM performance was mostly monitored by technical and cost‐related KPIs, whereas the measurement of perceived internal service quality was widely neglected. Thus, the purpose of this paper is two‐fold: first, to develop 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 an insight into the relevance of customer orientation in FM. Following this, it introduces the concept of a FM Servicebarometer, highlighting an application of this model by presenting the results of an extensive quantitative survey that was conducted within a healthcare setting. Based on this model, various indices are calculated for the internal service quality, customer satisfaction and customer retention, resulting in the FM Quality Index. Findings – Detailed analyses show insights into the interdependencies between various aspects of internal customer orientation in FM. In addition, driving forces of internal service quality, internal customer satisfaction and internal customer retention are presented. Practical implications – The FM Quality Index (FMQI) allows both a longitudinal research and cross‐sectional comparison within FM. Thus, the FMQI may be applied as a tool for monitoring and managing internal customer orientation in FM. Originality/value – FM Servicebarometer is a unique application of the service barometer approach within FM. Thus, it presents an innovative attempt to measure and control perceived service quality, customer satisfaction, and customer retention. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Facilities Management Emerald Publishing

FM Servicebarometer: monitoring customer perception of service performance

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Publisher
Emerald Publishing
Copyright
Copyright © 2013 Emerald Group Publishing Limited. All rights reserved.
ISSN
1472-5967
DOI
10.1108/JFM-06-2012-0024
Publisher site
See Article on Publisher Site

Abstract

Purpose – In the past, FM performance was mostly monitored by technical and cost‐related KPIs, whereas the measurement of perceived internal service quality was widely neglected. Thus, the purpose of this paper is two‐fold: first, to develop 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 an insight into the relevance of customer orientation in FM. Following this, it introduces the concept of a FM Servicebarometer, highlighting an application of this model by presenting the results of an extensive quantitative survey that was conducted within a healthcare setting. Based on this model, various indices are calculated for the internal service quality, customer satisfaction and customer retention, resulting in the FM Quality Index. Findings – Detailed analyses show insights into the interdependencies between various aspects of internal customer orientation in FM. In addition, driving forces of internal service quality, internal customer satisfaction and internal customer retention are presented. Practical implications – The FM Quality Index (FMQI) allows both a longitudinal research and cross‐sectional comparison within FM. Thus, the FMQI may be applied as a tool for monitoring and managing internal customer orientation in FM. Originality/value – FM Servicebarometer is a unique application of the service barometer approach within FM. Thus, it presents an innovative attempt to measure and control perceived service quality, customer satisfaction, and customer retention.

Journal

Journal of Facilities ManagementEmerald Publishing

Published: Jul 4, 2013

Keywords: Customer services quality; Customer satisfaction; Facilities management; Customer orientation; Service quality; Measurement; Controlling

References