| Title |
Improvement of Response to Building Maintenance Users’ Claim using Mobile Messenger Platform |
| Authors |
곽노열(Kwak, Ro-Yeul) ; 권한솔(Kwon, Han-Sol) ; 김현창(Kim, Hyun-Chang) |
| DOI |
https://doi.org/10.5659/JAIK.2022.38.9.209 |
| Keywords |
Building maintenance management; User's claim; Occupant behavior; Mobile messenger platform; Service result level; KPI |
| Abstract |
The purpose of this study is to suggest KPI service result level as quantitative index of users’ claims in order to analyze level of
maintenance management of building services. And, the actual buildings were analyzed by applying the mobile messenger platform to
helpdesk service of building maintenance. The efficiency of the building maintenance system was evaluated by analyzing response time of
users’ claim and evaluating effect on maintenance characteristics of buildings. As a result of this study, the level of KPI service results for
users’ claim work was presented, and the effect of handling users’ claims with the mobile messenger platform on action time of claim was
analyzed. And, through this, it is possible to present a system that can grasp the action time of the maintenance organization in real time for
user claims. |