Evaluation of quality of outsourced maintenance service in an office building: the case of a public organization

Abstract

The aim of this paper is to identify, in a public organization, indicators to evaluate the quality of the outsourced maintenance services in an office building according to the perspectives of users, service contract inspectors, and those responsible for outsourced service providers. The qualitative and quantitative studies, were carried out with the users for the three segments based on the Brady and Cronin Junior (2001, p. 37-38). Based on the statistical technique of structural equationmodeling, the definition of the constructs and indicators relevant to the assessment of perceived service quality was obtained.

Service quality evaluation; Outsourced services; Facility maintenance; Structural equationmodeling; Partial Least Squares