02350nam a2200121Ia 4500100007600000245008100076260001000157260000900167300000700176500197100183700004202154856003202196  aAli Ahmed Koondhar a10MIEM01aSupervisor Prof. Dr. Abdul Sattar Jamali 4aThe Measurement of Quality of Service by Using Servqual Method   (ME Thesis)  bQUEST  c2018  a45  aABSTRACT

Nowadays quality is a prominent factor for competition in every manufacturing and service organization. Japanese defined quality as customers satisfaction.  This concept has been used by many business organizations. The service organizations especially facility management (FM) organizations are not much in numbers in the Pakistan as compared to other <level ped countries like, Malaysia, Singapore and USA. However. less in number   in Pakistan   yet service providing organizations have  to  face  many    challenges for  their   survival,  growth.  Therefore,  it  is  very
important  for service providing organization  especially  to  Facility  Management Companies (FMC) to improve their   service quality for their customers' satisfaction. In this	research  work the service quality of Asdar Adnan Associates  (Pvt) Ltd, a Facility management Company was checked deeply. The performance of Facility management Company		(FMC) was  assessed  by using  SERVQUAL model.  This    research	work    assessed   the   5   SERVQUAL	factors   i.e.   tangible;	reliability, responsiveness. assurance and empathy which were scored by using 7 point Scale. Further.  it was  observed from  the results, that  the Mean  values for  customer's Expected Service Quality (ESQ) level for FM Company was between 40% - 70%. similarly. The Standard Deviation (SD) values for the customer's expected service quality (ESQ) level for Facility Management Company was seen between 25% - 30%. The	standard error (SE) values for the customer's expected  service quality (EQ) from FM Company was observed between 2.2% - 2.7%. While the Mean value for performed service quality level for Facility Management Company (PSQ) was obtained  as  30% - 48%.  And Standard  DeviationSD) values for  the performance of FM Company (PSQ) was obtained as 20% - 23%. The standard error (SE) value for performed service quality (PSQ) level for FM Company was between
1.6% - 2.0°10.









 
  aDepartment of Mechanical Engineering   uhttp://tinyurl.com/3ajbdbmf