Evaluating user satisfaction: case studies in Australasia

Leifer, David

doi:10.1108/02632779810211812

Cited by 18 publications

(21 citation statements)

References 2 publications

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“…Digital questionnaires, and to a certain extent hard-copy questionnaires, were used to collect data about the user satisfaction of the employees in the five buildings. Figure 2, constructed by Kwon et al (2019b), illustrates the main ten factors of user satisfaction with physical and psychological comforts, based on the studies by De Been and Beijer (2014), Vischer (2008), Tucker and Smith (2008) and Leifer (1998). The ten factors are classified according to three dimensions: physical comfort, functional-influential comfort and psychological comfort.…”

Section: Methodology 21 Study Designmentioning

confidence: 99%

Office employee satisfaction: the influence of design factors on psychological user satisfaction

Kwon

Remøy

2019

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Purpose Employees’ satisfaction and productivity is one of the main interests of employers. Psychological comfort can cause dissatisfaction with their work. Thus, it is important to understand what factors contribute to employees’ satisfaction in workplaces. The purpose of this paper is to identify the weight of contribution of each design parameter on increasing psychological satisfaction. Design/methodology/approach The study included 579 employees in five offices in The Netherlands through an online survey. The typologies of offices vary in terms of office layouts, orientations and façade. Additionally, a parameter of desk location was included as this factor may be associated with user satisfaction. Kruskal–Wallis H test, categorical regression, and logistic regression analyses were performed to examine the impact of these design parameters on psychological user satisfaction. Findings The results revealed the impact of design parameters on the psychological satisfaction. The parameters of office layouts and desk locations were the significant predictor factors for the probability of satisfaction variables (e.g. privacy, concentration, communication, social contact and territoriality). The parameters for optimal satisfaction were found in cellular office, north-west oriented workstation and 4 m away from a window. Originality/value Psychological comfort is an inevitable aspect in user satisfaction studies. This paper, therefore, measures and predicts the relationship between design factors and employees’ satisfaction through case studies in The Netherlands. The findings help designers, architects, planners and facility managers to develop user-focussed office design principles supporting employees’ work performance.

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Section: Methodology 21 Study Designmentioning

confidence: 99%

Office employee satisfaction: the influence of design factors on psychological user satisfaction

Kwon

Remøy

2019

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“…A totally "people-centred" approach to evaluating users of office environments is adopted by Leifer (1998). He uses a measure of office user satisfaction on a five-point Likert scale, and presents a number of Australian case studies as means of supporting this approach to user evaluation.…”

Section: Defining Office Productivitymentioning

confidence: 99%

An evaluation of office productivity measurement

Haynes

2007

Journal of Corporate Real Estate

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Purpose -The aim of this paper is to evaluate approaches to the measurement of office productivity. Design/methodology/approach -The author presents an historical context to office design and reviews appropriate literature. The review aims to establish the limitations in defining office productivity and the range of approaches to its measurement. Findings -The review of the literature reveals that there is no universally accepted means of measuring office productivity but the researchers that have produced the most research evidence have tended to adopt a self-assessment approach. Originality/value -This paper establishes that the "people-centred" approach to office evaluation is most appropriate for office workers with varying job tasks and allows the end-user or occupier perspective to be established.

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“…Donald (1994a) investigates issues of critical management and organisational processes that shape the use of office environments. The high priority apportioned to user satisfaction as a determinant of facilities effectiveness in the human environment was demonstrated in the case studies conducted by Leifer (1998) and Hinks and McNay (1999).…”

Section: A Facilities Management Contextmentioning

confidence: 95%

Identifying priority issues in facilities management benchmarking

McDougall

Hinks²

2000

Facilities

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Considers the state of benchmarking in facilities management and finds that most academic and practice literature is mainly concerned with measurement techniques, and a formal approach of reducing performance gaps. Limitations are discussed, and the orientation of facilities management performance priorities is questioned. Argues that benchmarking is limited by the ability to identify the priorities, or performance indicators, that can measure contemporary issues such as customer satisfaction to any benefit. Applies the search for benchmarking issues to the human environment, home of the much‐discussed knowledge worker. Research indicates that, far from being static measurable constructs, the environmental conditions in such offices rely on the influence of the market, the organisation culture, the type of users, and the external political conditions. Facilities and business managers often fail to consider these influences in the selection of the performance priorities. Concludes by suggesting that the tendency to rely on a general set of indicators leads to benchmarking issues that are often unhelpful in the pursuit of continuous improvement. Benchmarking issues are more clearly understood to need rich analysis that an investigative methodology could provide.

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Evaluating user satisfaction: case studies in Australasia

Cited by 18 publications

References 2 publications

Office employee satisfaction: the influence of design factors on psychological user satisfaction

Office employee satisfaction: the influence of design factors on psychological user satisfaction

An evaluation of office productivity measurement

Identifying priority issues in facilities management benchmarking

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