This paper sets out to explore and detect underlying causes to increasing uncertainty and lack of transparency in the home maintenance sector. The study gives an account of owner‐occupiers' experience on the standards of work they encounter with small‐scale domestic traders. Part I, in a previous issue, focused on the consensus ranking of 13 building maintenance standards or attributes that owner‐occupiers expect from builders (Xbmas) while part II focuses on the contrast between expectations and the actual maintenance setbacks observed from builders (Obmas) and which are a source of displeasure among owner‐occupiers. The application of nonparametric statistical techniques enabled the study to detect consensus on what defines expectations and how these differ from observed standards. An understanding of this disparity could be essential information for existing builders, new entrants into the home maintenance sector and inform housing regeneration professionals and agencies involved in the architecture and management of schemes for small‐scale builders.
Structural Survey – Emerald Publishing
Published: Dec 1, 2004
Keywords: Building services; Customer satisfaction; Customer services quality
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