ลักษณะความต้องการและเงื่อนไขการจ้างงานจัดการอาคาร กรณีศึกษา อาคารสำนักงาน 10 แห่ง / นักรบ กุลพนิชย์ = Characteristic of client’s demand and conditions in commissions in management service a study of ten office building in Bangkok
Building management is considered a type of service important to matching the value and utility of a facility to what it has been designed and constructed for as well as what the investors, owners, and users require. Related theories postulate that service is not a tangible item but a process resulting from the interactions between the service provider and the service user. To ensure satisfaction, service is necessarily customer-centered. This study, therefore, aimed to analyze the characteristics of customer demands and the conditions of building management contracts. The data were collected from ten office buildings in Bangkok. The terms of references (TORs) were first analyzed to create an initial understanding of customer demands. In addition, the respondents’ expectations and attitudes were examined using interviews and survey questionnaires. The results showed that the tasks carried out in more than five of the ten buildings included personnel recruitment, system maintenance, and contractor control, which constituted the necessary chores for smooth operations. In contrast, the tasks performed in fewer than five of the buildings included recreational activities and TOR preparation, which were done to respond to the customers’ extra requests. In terms of customer expectation, it was found that knowledge, skills, and experience were most needed from the contractors with special emphases being placed on their adherence to the contracts as well as the standards of control and inspection. Also, the personnel in charge of the buildings were expected to be adequately trained and carefully selected since they were important mechanisms in the operations. As for the respondents’ attitudes towards building management, the findings indicated that system maintenance was the most important task because it had a direct impact on the users, whereas the task that the subjects were least concerned about was energy management. It was also found that a change of personnel did not affect the operations to a considerable extent due to the greater importance of compliance with the task procedures. Regarding the conditions of building management contracts, the respondents were found to place great emphasis on whether the fee reflected the quality, the contractor was well-known, and the personnel, equipment, and tools were allocated according to the numbers and standards specified in the contracts. It is recommended that customer satisfaction can be achieved by following these four steps. First, the demands of a customer should be collected. Then these are to be prioritized. After that, problematic issues or concerns should be taken into consideration. Finally, a plan based on the results of the previous steps needs to be proposed to the customer in order that the customer and the contractor can mutually arrive at suitable job guidelines. Further research should consider whether there is any mismatch between building owners and building users.