Investigating customer’s perspective of service quality management

Abstract

Using the properties management in Park Island, Hong Kong, as a case study, the purpose is to focus on investigating customer’s perspective of service quality management. Design/Methodology/Approach: The feedbacks from respondents were analyzed by using SERVQUAL model. Authors conducted twenty in-depth semi-structured interviews. Findings: The SERVQUAL model presented here, the result demonstrate the significance of tangibles, reliability, responsiveness, assurance and empathy in service quality management. Practical implications: Based on the insights gained from respondents, providing service quality management can exceed customers’ expectations and enhance the trusting relationship between customers and properties management companies. Originality/value: This paper urges for the significance of investigating customer’s perspective of service quality management. The aim of such an episode is to arouse all the properties management companies to strive the best to provide exceptional quality services in daily properties management.