Service quality of facilities management based on users’ expectation and perception in residential community

Abstract

In recent years, the increasing amount of facilities management companies and residential communities has raise together with the complaint rate that concerning the quality of service in facilities management. The same situation occurred in Dragon Spring Residential Community in Shijiazhuang, China. Consequently, this study was conducted to analysis the service quality of facilities management based on the residents‟ expectation and perception in Dragon Spring Residential Community. The objectives of this study are (1) to identify the service level based on the residents‟ expectations and their perceptions and (2) to identify the factors which can influence the service quality. Questionnaires were distributed to a residential community in Shijiazhuang of Hebei Province, China. A total of 105 residents from Dragon Spring Residential Community were randomly selected to be the respondents of the study. Five dimensions included 22 items of measure service quality were named: reliability, assurance, empathy, responsiveness and tangible. In this study, the descriptive analysis, gap analysis and Kruskal-Wallis Test were used to analyze the data. This study found that the residents are dissatisfied with the service quality level provided by the FM Company because the entire gap between residents‟ expectation and perception which is negative, and there is significant positive relationship between service quality, as well as the gender and age factors (p﹤0.05). At the end of this study, some recommendation was suggested to the FM Company and guided them to improve the service quality.