FACTORS AFFECTING THE INTENTION TO CONTINUE USING SERVICES OF CUSTOMERS UNDER CONTROLLED CONTRACTS AND MAINTENANCE OF BUILDING ENGINEERING SYSTEMS IN THAILAND
Article Sidebar
Main Article Content
Abstract
Providing services for controlling and maintaining building engineering systems is a result of competition in the real estate development business sector, which is becoming more intense every day. Related businesses, especially providing services for controlling and maintaining building engineering systems to keep buildings in good condition or managing building resources, are also becoming more and more important. Day by day, it is getting more and more serious. In order to maintain the ability to compete, the existing buildings must ensure that the buildings are well-managed and well-maintained at all times, and are improved when the time is right. Therefore, it is necessary to have a plan to control, evaluate, and organize the database, inspect, and have a team with expertise and experience to operate in each area in order to respond to the use of the building to achieve the highest benefit, appropriateness, and compliance with the organization's policy as much as possible. Because buildings have structures and building systems that are related to the safety of building occupants, after being used for a period of time, it is necessary to inspect, maintain, and keep them ready for use at all times. Businesses therefore need to increase their competitiveness by seeking strategies to develop and improve buildings to meet changing needs in the long term by developing and improving buildings to increase operational efficiency, reduce operating costs, increase revenue, avoid building obsolescence, and manage buildings effectively. To create customer satisfaction, to make customers like it and come back to use the service continuously. Because in the end, maintaining the quality of service and building the trust that customers have in the best way is the goal of the best customer service, which is when customers still intend to use the service continuously, renewing the contract at the end of every year. That is the true meaning of the word excellent customer service. With various factors from the customer loyalty theory, combined with factors that lead to customers' continuous intention to use the service, including customer satisfaction, customer participation, service quality, customer relationships, and perceived value in terms of price, these factors are appropriate for businesses that must give importance to facilitating the continuous use of services. It is important in creating profits and achieving sustainable development of services that are rapidly evolving and intense competition among service providers.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
The author(s) is only responsible for data appearing in the submitted manuscript of Interdisciplinary social sciences and communication journal.Besides, this journal encourages and enables you to share data such as statements, contents, figures, etc. that support your research publication where appropriate, and enables you to interlink the data with proper citation.
References
Akpotu, C. (2016). Strategic Alliance and Operational Sustainability in the Nigerian Banking Sector. Review of Social Sciences, 1(8), 44-50.
Albadawi, S., Fraz, M. M., & Kharbat, F. (2017). Telecom Churn Prediction Model Using Data Mining Techniques. Bahria University Journal of Information & Communication Technologies (BUJICT), 10(Special Is).
Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., et al. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3), 14-28.
Ali, D. A. (2016). Patient satisfaction in dental healthcare centers. European journal of dentistry, 10(3), 309.
Astriana, D. (2019). Kepuasan pelanggan sebagai variabel intervening: pengaruh experiential marketing terhadap loyalitas (studi pada pelanggan molak malik cafe kota pasuruan). Jurnal Ilmu Manajemen, 7(4), 1145-1153.
Brown, J. R., Crosno, J. L., & Tong, P. Y. (2019). Is the theory of trust and commitment in marketing relationships incomplete? Industrial Marketing Management, 77, 155-169.
Chen, Y., Xiao, L., & Mi, C. (2017). Opinion Mining from Online Reviews: Consumer Satisfaction Analysis with B&B Hotels. Paper presented at the PACIS.
Chien, M. (2017). An empirical study on the effect of attractiveness of ecotourism destination on experiential value and revisit intention. Applied Ecology & Environmental Research, 15(2).
Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593.
Degbey, W. Y. (2015). Customer retention: A source of value for serial acquirers. Industrial Marketing Management, 46, 11-23.
Diaz, G. R. (2017). The influence of satisfaction on customer retention in mobile phone market. Journal of Retailing and Consumer Services, 36, 75-85.
El-Adly, M. I. (2018). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services.
Endeshaw, B. (2021). Healthcare service quality-measurement models: a review. Journal of Health Research, 35(2), 106-117.
Fan, W., Shao, B., & Dong, X. (2022). Effect of e-service quality on customer engagement behavior in community e-commerce. Frontiers in psychology, 13, 965998.
Gheni, A. Y., Jusoh, Y. Y., Jabar, M. A., & Ali, N. M. (2017). Measuring the Global Virtual Teams (GVTs) Performance: Confirmation Study. Indian Journal of Science and Technology, 10, 8.
Gheorghe, I. R., Gheorghe, C.-M., & Purcarea, V. L. (2018). Measuring the perceived quality of ophthalmology services in private organizations. A marketing perspective. Romanian journal of ophthalmology, 62(1), 54.
Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Sendra-García, J. (2021). Customer relationship management and its impact on innovation: A literature review. Journal of Business Research, 12(9), 83-87.
Gunawan, I. (2022). Customer loyalty: The effect customer satisfaction, experiential marketing and product quality. KINERJA: Jurnal Manajemen Organisasi dan Industri, 1(1), 35-42.
Halimi, F. F., Gabarre, S., Rahi, S., Al-Gasawneh, J. A., & Ngah, A. H. (2022). Modelling Muslims’ revisit intention of non-halal certified restaurants in Malaysia. Journal of Islamic Marketing, 13(11), 2437-2461.
Haq, I. U., & Awan, T. M. (2020). Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction. Vilakshan-XIMB Journal of Management, 17(1/2), 39-55.
Hayati, S., Suroso, A., Suliyanto, S., & Kaukab, M. (2020). Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty. Management Science Letters, 10(11), 2561-2570.
Hepola, J., Leppäniemi, M., & Karjaluoto, H. (2020). Is it all about consumer engagement? Explaining continuance intention for utilitarian and hedonic service consumption. Journal of Retailing and Consumer Services, 57, 102-232.
Hill, M., Classen, L., Romay, A., & Diaz, E. (2018). Wait time reality check: The convergence of process, perception, and expectation. Patient Experience Journal, 5(2), 109-115.
Hirata, E. (2019). Service characteristics and customer satisfaction in the container liner shipping industry. The Asian Journal of Shipping and Logistics, 35(1), 24-29.
Hung, S.-W., Chang, C.-W., & Ma, Y.-C. (2021). A new reality: Exploring continuance intention to use mobile augmented reality for entertainment purposes. Technology in Society, 6(7), 101-757.
Ibrahim, B., & Aljarah, A. (2021). The era of Instagram expansion: matching social media marketing activities and brand loyalty through customer relationship quality. Journal of Marketing Communications, 1-25.
Innovation Technology Co., Ltd. (2022, April 16). Maximizing efficiency in building system maintenance and management. Innovation Technology. https://inno.co.th/การดูแลและบริหารจัดการ/
JAVAID, A., NAWAZ, N., TARA, N., & ALTAF, M. (2021). IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON FIRM PERFORMANCE: EMPIRICAL INVESTIGATION OF INSURANCE PROVIDERS IN PAKISTAN. Bulletin of Business and Economics (BBE), 10(4), 64-75.
Jenneboer, L., Herrando, C., & Constantinides, E. (2022). The impact of chatbots on customer loyalty: A systematic literature review. Journal of theoretical and applied electronic commerce research, 17(1), 212-229.
Jin, D., Nicely, A., Fan, A., & Adler, H. (2019). Joint effect of service recovery types and times on customer satisfaction in lodging. Journal of Hospitality and Tourism Management, 38, 149-158.
Jonsson, E., Källström, P., & Wallander, E. (2019). Why do we purchase from e-retailers?: An explanatory study of the e-loyalty antecedents impact on consumers purchase intentions on the e-commerce market.
Jugovic, A., Komadina, N., & Peric Hadzic, A. (2015). Factors influencing the formation of freight rates on maritime shipping markets. Pomorstvo, 29(1), 23-29.
Karjaluoto, H., Shaikh, A. A., Saarijärvi, H., & Saraniemi, S. (2019). How perceived value drives the use of mobile financial services apps. International Journal of Information Management, 47, 252-261.
Khairi, M., & Darmawan, D. (2021). The Relationship Between Destination Attractiveness, Location, Tourism Facilities, And Revisit Intentions. Journal of Marketing and Business Research (MARK), 1(1), 39-50.
Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), 1-26.
Kumar, A., Luthra, S., Khandelwal, D. K., Mehta, R., Chaudhary, N., & Bhatia, S. (2017). Measuring and improving customer retention at authorised automobile workshops after free services. Journal of Retailing and Consumer Services, 39, 93-102.
Kumar, S., & Shah, A. (2021). Revisiting food delivery apps during COVID-19 pandemic? Investigating the role of emotions. Journal of Retailing and Consumer Services, 62, 102595.
Kuppelwieser, V. G., Klaus, P., Manthiou, A., & Hollebeek, L. D. (2022). The role of customer experience in the perceived value–word-of-mouth relationship. Journal of Services Marketing, 36(3), 364-378.
Lankarani, K. B., Maharlouei, N., Akbari, M., Yazdanpanah, D., Akbari, M., Moghadami, M., et al. (2016). Satisfaction rate regarding health-care services and its determinant factors in South-West of Iran: A population-based study. International journal of preventive medicine, 7.
Ledro, C., Nosella, A., & Vinelli, A. (2022). Artificial intelligence in customer relationship management: literature review and future research directions. Journal of Business & Industrial Marketing.
Leong, M., Osman, S., Paim, L., & Fazli, S. (2019). Enhancing consumer online engagement through consumer involvement: A case of airline and hospitality services in Malaysia. Management Science Letters, 9(6), 795-808.
Mahmoodian, F., Jahromi, N. G., & Nabeiei, P. (2017). Investigation of satisfaction level of outpatients referring to psychiatry clinics with observation of professional ethics principles by the psychiatric team of Shiraz university of medical sciences. Sadra Medical Sciences Journal, 2(3).
Maqableh, M., Jaradat, M., & Azzam, A. a. (2021). Exploring the determinants of students’ academic performance at university level: The mediating role of internet usage continuance intention. Education and Information Technologies, 26, 4003-4025.
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. B. (2021). E-service quality, customer trust and satisfaction: market place consumer loyalty analysis. Jurnal Minds: Manajemen Ide dan Inspirasi, 8(2), 237-254.
Muljani, N. (2021). Pengaruh Experiential Marketing Terhadap Loyalitas Pelanggan Dimediasi Oleh Kepuasan Pelanggan (Studi Pada Restoran Boncafe Di Surabaya). Procuratio: Jurnal Ilmiah Manajemen, 9(2), 210-221.
Murphy, M., & Sashi, C. M. (2018). Communication, interactivity, and satisfaction in B2B relationships. Industrial Marketing Management, 68, 1-12.
Naim, A., & Alqahtani, K. (2021). Role of Information Systems in Customer Relationship Management. Pulse, 2(2), 18.
Nakhonchai, K. (2018, April 20). Building management business prospers: PCS promotes innovation to compete. Post Today. https://www.posttoday.com/property/news/541219
Nguyen, D. M., Chiu, Y.-T. H., & Le, H. D. (2021). Determinants of continuance intention towards banks’ chatbot services in Vietnam: A necessity for sustainable development. Sustainability, 13(14), 7625.
Okazaki, S., Eisend, M., Plangger, K., de Ruyter, K., & Grewal, D. (2020). Understanding the strategic consequences of customer privacy concerns: A meta-analytic review. Journal of Retailing, 96(4), 458-473.
Property Management Service Co., Ltd. (2021, April 16). What are the responsibilities of building management in maintaining building systems? Property Management Service. https://pmserviceth.com/งานบริหารอาคาร-มีหน้าที/
Park, E. (2019). The role of satisfaction on customer reuse to airline services: An application of Big Data approaches. Journal of Retailing and Consumer Services, 47, 370-374.
Pinto, B. C. (2016). A importância hoteleira na retenção de turistas no concelho de Coimbra.
Quan, L. N., Yuan, M., Comin, R., Voznyy, O., Beauregard, E. M., Hoogland, S., et al. (2016). Ligand-stabilized reduced-dimensionality perovskites. Journal of the American Chemical Society, 138(8), 2649-2655.
Rajput, A., & Gahfoor, R. Z. (2020). Satisfaction and revisit intentions at fast food restaurants. Future Business Journal, 6, 1-12.
Ramesh, V., Jaunky, V. C., Roopchund, R., & Oodit, H. S. (2020). ‘Customer satisfaction’, loyalty and ‘adoption’of e-banking technology in Mauritius. Paper presented at the Embedded Systems and Artificial Intelligence: Proceedings of ESAI 2019, Fez, Morocco.
Rather, R. A., Tehseen, S., Itoo, M. H., & Parrey, S. H. (2021). Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector Consumer Behaviour in Hospitality and Tourism (pp. 44-65): Routledge.
Safari, Y., Mohammadi Cheshmeh-Kaboodi, A., & Yousefi, B. (2019). The data on the quality of services, satisfaction, psychological commitment and oral advertising in clinical centers in Kermanshah. Data in Brief, 23, 103688.
Sağlam, M., & El Montaser, S. (2021). The effect of customer relationship marketing in customer retention and customer acquisition. International Journal of Commerce and Finance, 7(1), 191-201.
Said, n. s. b. (2016). toward green consumerism practices in malaysia hotel industries.
Samudro, A., Sumarwan, U., Simanjuntak, M., & Yusuf, E. (2020). Assessing the effects of perceived quality and perceived value on customer satisfaction. Management Science Letters, 10(5), 1077-1084.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119-1142.
Soltani, Z., Zareie, B., Milani, F. S., & Navimipour, N. J. (2018). The impact of the customer relationship management on the organization performance. The Journal of High Technology Management Research, 29(2), 237-246.
Sirirat, C. (2022, April 16). Five trends in building management in the 2021 new normal. Propholic. https://propholic.com/prop-now/5-แนวโน้มในการบริหารจัดก/
Sparks, B. A., So, K. K. F., & Bradley, G. L. (2016). Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern. Tourism Management, 53, 74-85.
Steiner, A. (2016). 3 - Current Account Imbalances: The Role of Official Capital Flows11This is an extended and updated version of Steiner (2014a). Publication with permission from Elsevier. Differences in the quantitative results may arise from revised data. In A. Steiner (Ed.), Global Imbalances, Financial Crises, and Central Bank Policies (pp. 27-69): Academic Press.
Thansettakij Multimedia Co., Ltd. (2022, April 16). Building management market surges to 40 billion baht: LPP sets 3-year revenue target before entering Thai stock market. Thansettakij. https://www.thansettakij.com/real-estate/520054
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., et al. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63, 102721.
Vasic, N., Kilibarda, M., & Kaurin, T. (2019). The influence of online shopping determinants on customer satisfaction in the Serbian market. Journal of theoretical and applied electronic commerce research, 14(2), 70-89.
Vinodkumar, S., Varghese, B. G., & Setia, M. S. (2018). Factors associated with patient satisfaction in a private health care setting in India: A cross-sectional analysis. Journal of Hospital Administration, 7(4).
VO, N. T., Chovancová, M., & Tri, H. T. (2020). The impact of E-service quality on the customer satisfaction and consumer engagement behaviors toward luxury hotels. Journal of Quality Assurance in Hospitality & Tourism, 21(5), 499-523.
Wibowo, A., Chen, S.-C., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2020). Customer behavior as an outcome of social media marketing: The role of social media marketing activity and customer experience. Sustainability, 13(1), 189.
Xiao, J., Wu, Y., Xie, K., & Hu, Q. (2019). Managing the e-commerce disruption with IT-based innovations: Insights from strategic renewal perspectives. Information & Management, 56(1), 122-139.
Yang, Z., Jiang, Z., Notteboom, T., & Haralambides, H. (2019). The impact of ship scrapping subsidies on fleet renewal decisions in dry bulk shipping. Transportation Research Part E: Logistics and Transportation Review, 126, 177-189.
Yin, J., & Qiu, X. (2021). AI technology and online purchase intention: Structural equation model based on perceived value. Sustainability, 13(10), 5671.
Yuen, K. F., & Thai, V. V. (2017). Corporate social responsibility and service quality provision in shipping firms: financial synergies or trade-offs? Maritime Policy & Management, 44(1), 131-146.
Yusof, Y., Ibrahim, Y., & Awang, Z. (2018). Awareness of Environmental Issues Among Consumers in the Malaysian Hotel Industry Driving Green Consumerism Through Strategic Sustainability Marketing (pp. 1-22): IGI Global.
