This document contains a study of customer satisfaction measures that indicate service performance. The study was performed with the customers of a facilities maintenance service company and focused specifically on janitorial/ cleaning services provided on a contract basis. A discussion of quality and specifically service quality involving both importance and measurement is provided to set the framework for the study. Dimensions of service quality and customer perceptions of service quality are discussed in detail. Methods used to guide the research, to gather and to refine customer data include the critical incidents technique, focus groups, and item analysis surveys. One final products of this research is an actual customer satisfaction survey using a likert scale and composed of satisfaction requirements derived from customer focus groups. The other product of this research is a set of recommendations to the company involved for use and implementation of the study findings. Both of these final products are contained in this document.
Library of Congress Subject Headings
UNICCO Service Company; Customer relations; Consumer satisfaction; Janitors
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Kemp, Jon, "Customer satisfaction measures as indicators of sevice performance" (1995). Thesis. Rochester Institute of Technology. Accessed from
RIT – Main Campus