Journal of the Architectural Institute of Korea (대한건축학회논문집)

Architectural Institute of Korea (대한건축학회)
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Effect of Helpdesk Service Quality's Dimension on Satisfaction of Users in Office Buildings

사무소 건물의 헬프데스크 서비스품질 차원이 사용자 만족도에 미치는 영향

  • 곽노열 (한남대학교 토목.건축공학부) ;
  • 경지훈 (한남대학교 산업경영공학과) ;
  • 권한솔 (에스원 BE 컨설팅그룹) ;
  • 김현창 (신세계 I&C 전기차충전사업팀, 건국대 부동산학과)
  • Received : 2023.12.14
  • Accepted : 2024.04.04
  • Published : 2024.04.30
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Abstract

Understanding the characteristics of building users is essential for effectively managing building facilities. This involves systematically assessing user satisfaction through specific satisfaction criteria and Key Performance Indicators (KPIs) established within the Service Level Agreement (SLA)/KPI system. In this study, the impact of service quality dimensions on user satisfaction regarding help desk services was examined using a structural equation model. Additionally, the effectiveness of measures to enhance SERVQUAL dimensions was assessed based on KPI results. The analysis, conducted on five office buildings, revealed that reliability and tangibility influence satisfaction in the expectation model, while empathy and tangibility impact satisfaction in the performance model. Moreover, reliability, empathy, and responsiveness emerged as significant factors influencing satisfaction in the overall service quality model. Through the results of this study, the satisfaction of building users can be continuously improved by using KPI items derived from user claim data generated from buildings, and maintenance organizations can respond with systematic strategies.

Keywords

Acknowledgement

이 논문은 2022년도 한남대학교 학술연구비 지원에 의하여 연구되었음.

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