Aligning expectations and perceptions of elevator maintenance stakeholders: an application of expectation confirmation theory

Abstract

ABSTRACT A seamless performance of elevators is necessary for building owners (BOs) as it promotes end-user satisfaction, thus, they form some expectations from elevator maintenance contractors (EMCs). Coherence between the expectations of BOs and perceptions of EMCs promotes BOs satisfaction and facilitates the end users. This research aims to compare the opinions of the BOs with EMCs. Using the premise of expectation confirmation theory, the expectations of BOs from EMCs were determined by conducting a content analysis of ‘Requests for proposals (RFPs) ’. Afterwards, statistical analysis was conducted on questionnaire survey to determine the perceptions of EMCs regarding these expectations. Main expectations of BO include prompt response to callbacks, adequate equipment performance, effective execution of assigned duties and responsibilities, and attaining the specified performance thresholds. Questionnaire analysis revealed that apart from callbacks, the remaining three expectations were wholeheartedly received by the EMCs. Besides, several duties signifying these expectations were not considered essential by the EMCs. This research contributes to the literature by identifying the expectations of BOs and the perceptions regarding the same from EMCs perspective. Hence, BOs can emphasize more on those expectations in the RFPs and EMCs can align their maintenance strategies with BOs expectations.