Relationship between quality of building maintenance management services for indoor environmental quality and occupant satisfaction

Suh Hyun Kwon, Chungyoon Chun, Ro Yeul Kwak

Research output: Contribution to journalArticle

24 Citations (Scopus)

Abstract

Two surveys were carried out to investigate the correlation between building maintenance management services for indoor environmental quality (IEQ) and occupant satisfaction. Each maintenance management organization manager was surveyed using the Evaluation Index of Maintenance Management Service Quality, created by Akira Takakusagi. Seven office buildings in Seoul, Korea were investigated in the first survey, and two buildings from the first survey were selected for analysis in the second survey. One is a building with good maintenance management services but low occupant satisfaction, and the other is an office building with low maintenance management services but high occupant satisfaction. From the first survey, we found that maintenance management service level was highly correlated to the level of management services provided, up to 60%. However, up from 60%, the correlation was dropped. To explain these results, two selected cases were investigated in the second survey. Results are;. 1) Occupants in both offices reported equal levels of IEQ satisfaction, although the actual level of IEQ was lower in office E than it was in office B.2) A comparison of the adaptive behaviors in the two offices showed that they were not significantly different, despite the different adaptive opportunities (operable window, personal temperature controller) between them.3) Office E showed higher satisfaction with help desk services than did Office B. When occupants actively used the help desk, there was a positive effect on their satisfaction with the indoor environment.

Original languageEnglish
Pages (from-to)2179-2185
Number of pages7
JournalBuilding and Environment
Volume46
Issue number11
DOIs
Publication statusPublished - 2011 Nov 1

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environmental quality
management
Office buildings
building
services
Korea
Managers
manager
organization
Controllers
office
evaluation

All Science Journal Classification (ASJC) codes

  • Civil and Structural Engineering
  • Environmental Engineering
  • Geography, Planning and Development
  • Building and Construction

Cite this

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Relationship between quality of building maintenance management services for indoor environmental quality and occupant satisfaction. / Kwon, Suh Hyun; Chun, Chungyoon; Kwak, Ro Yeul.

In: Building and Environment, Vol. 46, No. 11, 01.11.2011, p. 2179-2185.

Research output: Contribution to journalArticle

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