| Title |
Effect of Helpdesk Service Quality’s Dimension on Satisfaction of Users in Office Buildings |
| Authors |
곽노열(Kwak, Ro-Yeul) ; 경지훈(Kyung, Ji-Hoon) ; 권한솔(Kwon, Han-Sol) ; 김현창(Kim, Hyun-Chang) |
| DOI |
https://doi.org/10.5659/JAIK.2024.40.4.195 |
| Keywords |
Building maintenance management; User satisfaction; Help desk service; Service quality dimension; Structure equation model |
| Abstract |
Understanding the characteristics of building users is essential for effectively managing building facilities. This involves systematically assessing user satisfaction through specific satisfaction criteria and Key Performance Indicators (KPIs) established within the Service Level Agreement (SLA)/KPI system. In this study, the impact of service quality dimensions on user satisfaction regarding help desk services was examined using a structural equation model. Additionally, the effectiveness of measures to enhance SERVQUAL dimensions was assessed based on KPI results. The analysis, conducted on five office buildings, revealed that reliability and tangibility influence satisfaction in the expectation model, while empathy and tangibility impact satisfaction in the performance model. Moreover, reliability, empathy, and responsiveness emerged as significant factors influencing satisfaction in the overall service quality model. Through the results of this study, the satisfaction of building users can be continuously improved by using KPI items derived from user claim data generated from buildings, and maintenance organizations can respond with systematic strategies. |