| Title |
Evaluation of Satisfaction & Temperature Regulation's Dissatisfaction between Maintenance Management Personnel and Occupants through Helpdesk Claim's Analysis |
| Authors |
Kwak Ro-Yeul ; Kwon Suh-Hyun ; Chun Chung-Yoon |
| Keywords |
Office Building ; Maintenance Management Personnel ; Helpdesk Claim ; Occupant Satisfaction ; Temperature Regulation |
| Abstract |
The helpdesk service acts as a channel for the majority of user queries and incidents, which attempts to resolve quick and straightforward incidents. It is also a tool having the maintenance purpose for the improved occupants’ satisfaction by providing the communication pathway between maintenance personnel and occupants. The purpose of this paper is to investigate the present status of the helpdesk service, to analyze the correspondence characteristics between the maintenance personnel and occupants and to look into the relationship between occupant’s discomfort and the number of the claims requested by occupants related to the temperature regulation. Throughout the analysis, it turns out that more proactive correspondence of maintenance personnel is needed due to the low occupants’ satisfaction ratio of no more than 52%. In addition more proactive means of communication between maintenance personnel and occupants is needed as well for the reduction of the claim numbers requested by occupants. |