NDLI: A study on service quality of refurbishment contractors towards clients satisfaction

Content Provider	IEEE Xplore Digital Library
Author	Ismail, Sallehan Mohamad Hamdan Othman Sufian Che Amat
Copyright Year	2010
Description	Author affiliation: Department of Architecture, FSPU, Universiti Teknologi MARA (UiTM), 32610 Seri Iskandar, Perak, Malaysia (Sufian Che Amat) \|\| Department of Building, FSPU, Universiti Teknologi MARA (UiTM), 32610 Seri Iskandar, Perak, Malaysia (Ismail, Sallehan; Mohamad Hamdan Othman)
Abstract	This study aims to examine contractors' service quality performance and to explore the relationship between service quality and client satisfaction when undertaking refurbishment projects for public institutions of higher education in Malaysia. Data were collected through a structured questionnaire. The questionnaire was generated based on the five service quality determinants in SERVQUAL, namely, reliability, responsiveness, assurance, empathy, and tangibles. From these five determinants, thirty-two attributes that may affect project service quality in refurbishment projects are identified to ascertain clients' service quality expectations. The results indicate that the reliability factor is the most important variable of service quality and that clients at public institutions of higher education have high expectations in terms of service quality from refurbishment contractors. The results also show that the values of service quality scores were negative for all attributes and that contractors are not currently meeting clients' expectations in refurbishment projects. Finally, the study indicates that the dimensions of empathy and assurance had significant effects on customer satisfaction.
Starting Page	1047
Ending Page	1052
File Size	431146
Page Count	6
File Format	PDF
ISBN	9781424489879
e-ISBN	9781424489862
DOI	10.1109/CSSR.2010.5773686
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-12-05
Publisher Place	Malaysia
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Contractor Education Buildings Customer satisfaction Satisfaction Maintenance engineering Refurbishment SERVQUAL Reliability Service quality Standards Construction industry
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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