Development of a quality criteria system for facilities management services in Lithuania

Abstract

Service quality management and evaluation is a very complex and problematic process. In order to improve the quality of services, it is necessary to understand the characteristics and features of services which are considered most important by customers. Companies responsible for facilities management service provision must evaluate the level of satisfaction of the customers with the services provided. The article presents the theoretical aspects of service quality and customer satisfaction and the quality criteria framework for facility management services proposed by the authors. Criteria are described and facilities management service quality levels are introduced. Conclusions are presented at the end of article. The article is relevant to provider of facility management services and their clients.