FACTORS INFLUENCING CONTRACT RENEWALS OF CLIENTS OF BUILDING MANAGEMENT, SUPERVISION, AND MAINTENANCE IN THAILAND
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Abstract
Introduction: Organizations providing building management, control, maintenance, and supervision services must adapt and accelerate the development of their capabilities to keep pace with the rapidly changing environment. This will lead to improved client contract renewal rates. Objective: 1) examines to the customer focus, perceived price value, and customer relationship management directly affecting the customer satisfaction with services of the building management, control, and maintenance contracts in Thailand 2) investigates the customer focus, perceived price value, customer relationship management, and the customer satisfaction directly affecting the commitment to the relationship 3) studies the customer satisfaction and the commitment to the relationship directly affecting the relationship strength 4) examines to the customer satisfaction with services, the commitment to the relationship, and relationship strength directly affecting the contract renewal and 5) the consistency of a causal relationship model influencing the contract renewal with the empirical data. Methods: In this mixed-methods research, a questionnaire was used in the quantitative research to collect data from 455 representatives of the building. In the qualitative research, the technique of an in-depth interview was employed as a research instrument to collect data from ten experts related. Results: found that: 1. The customer focus, perceived price value, and customer relationship management exhibited influence on the customer satisfaction. 2. The customer focus, perceived price value, customer relationship management, and the customer satisfaction exhibited influence on the commitment to the relationship. 3. The customer satisfaction and commitment to the relationship exhibited influence on the relationship strength. 4. The customer satisfaction, commitment to the relationship, and the relationship strength exhibited influence on the contract renewal. 5. The structural equation model was in consonance with the empirical data. Conclusion: Studying the factors influencing contract renewals for building management, control, and maintenance services in Thailand represents novel knowledge and a new conceptual framework not previously studied. This has led to the development of new research findings for the academic community.
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