Users’ satisfaction survey on building maintenance in public housing

Purpose – A building maintenance scheme introduced by the Hong Kong Housing Authority in January 2006 employed contractors and public housing owner's frontline representatives to provide inspection in the public rental housing tenants’ units and arrange corresponding repair works. This study aims to base on the public rental housing (PRH) tenants’ perceptions to measure maintenance contractor service quality performance.Design/methodology/approach – Questionnaire is used as the assessment tool which is derived based on the SERVQUAL approach to measure public rental housing tenants’ expectations and perceptions on maintenance contractor performance.Findings – The findings illustrate that dimensions of “tangible” and “reliability” have the largest discrepancy between expectation level and perception level. They are mainly related to the concern of disturbance to PRH tenants brought by maintenance contractors in respect of manpower arrangement. These findings support that there is a need for maintenance cont...

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