Jon Kemp


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

Publication Date


Document Type


Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)


Marecki, Richard


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: HF5415.5 .K46 1995


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