Occupants’ Satisfaction

This theme investigates the specific indoor environmental parameters such as thermal comfort, air quality, acoustics, lighting, and spatial attributes, and their measurable effects on occupant satisfaction in office and institutional buildings. The focus is on understanding which IEQ elements most significantly affect overall comfort, health, productivity, and subjective satisfaction, especially in varying climate contexts. These insights inform building design, facility management, and environmental policies to optimize occupant well-being and operational performance of buildings.

This theme explores the organizational, operational, and service delivery aspects of facility management that shape occupants' or tenants' satisfaction. It includes evaluations of satisfaction responses to service encounters, complaint handling, post-occupancy feedback management, and the role of service quality attributes (e.g., responsiveness, assurance) in fostering satisfaction and loyalty. Insights help develop frameworks to optimize service encounters and enhance user-FM relationships to improve occupant experience and retention.

This theme encompasses studies investigating customer satisfaction drivers in hospitality and mixed-use residential contexts, focusing on service quality attributes (tangibles, empathy, reliability, assurance), emotional responses such as delight, and the influence of spatial, safety, and facility-related factors on users' overall satisfaction and loyalty. Empirical insights and survey methods elucidate how material and intangible service components and built environment attributes impact resident and guest satisfaction, informing service design and property management.