시설관리 서비스품질이 임차인의 만족과 구전의도에 미치는 영향

The Effects of Facility Management Service Quality on Tenant Satisfaction and Word of Mouth Intention

Purpose - The purpose of this study is to find how the evaluation of facility management(FM) service quality by tenants influences satisfaction and word of mouth intention. Design/methodology/approach - A questionnaire survey of 441 tenants from four office buildings and three shopping buildings in Busan, Changwon, Masan and Kimhae in South Korea was used to assess the relationship between the perceived FM service quality of tenants and their satisfaction level, the relationship between the perceived FM service quality of tenants and their word of mouth intention and the relationship between satisfaction level of tenants and their word of mouth intention. Findings - Findings show that tenant satisfaction is influenced by property management officers, management and maintenance of communal facility, washrooms, parking lot, cleaning staff and cleanliness whereas tenant word of mouth intention is influenced by property management officers, washrooms, parking lot, cleaning staff and cleanliness. On the other hand, word of mouth intention of tenants is influenced by the satisfaction level of FM services of tenants. Research implications or Originality - This study provides insight on the satisfaction level of tenants relative to FM service quality. Some key dimensions such as property management officers, management and maintenance of communal facility, washrooms, parking lot, cleaning staff and cleanliness should be focused on by FM managers.