Journal of the Architectural Institute of Korea Structure & Construction (대한건축학회논문집:구조계)

Architectural Institute of Korea (대한건축학회)
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Interaction Evaluation of Maintenance Management Organization Affecting Satisfaction of Users in Helpdesk Service of Buildings

건물의 헬프데스크 서비스에서 사용자의 만족도에 영향을 미치는 유지관리조직의 상호작용 평가

  • 곽노열 (한남대학교 토목.건축공학부) ;
  • 권서현 (연세대 심바이오틱라이프텍연구소) ;
  • 전정윤 (연세대 주거환경학과)
  • Received : 2019.01.23
  • Accepted : 2019.04.02
  • Published : 2019.04.30
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Abstract

Maintenance services provided to users in buildings are not sufficient simply to provide them, but it is necessary to provide them with a service system that can accurately identify and respond to users' needs. This study analyzed the relationship between user satisfaction with the helpdesk service corresponding to the building claim and the quality of service of the maintenance organization to identify the interaction between the user and the maintenance organization in the building. We then examined whether there were significant differences between the buildings in terms of variables in the helpdesk service that affect the user's satisfaction. It was also presented as a measure of the quality of service of the SERVQUAL tool to assess the potential for building maintenance response strategies. Research shows that each building has a helpdesk service item that is significant in user satisfaction and empathy has emerged in a typical dimension as SERVQUAL dimension.

Keywords

Acknowledgement

Supported by : 한남대학교

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