Using Consumer Complaints to Characterize Contamination Events in a Water Distribution System

Identification of Occupant Dissatisfaction Factors in Newly Constructed Apartments: Text Mining and Semantic Network Analysis

“…Abdul-Rahman [27] introduced building performance requirements to improve building facility maintenance and thereby boost user satisfaction. A few studies have undertaken to increase service quality and user satisfaction with public infrastructure through effective infrastructure maintenance [12][13][14]. Chang et al [15] recently sought to better understand user satisfaction/dissatisfaction factors by mining the contents of user complaints regarding tunnel and bridge infrastructure.…”

“…Construction defect disputes often arise from occupant dissatisfaction caused by miscommunication between the construction company and the occupant, or by poor-quality construction defect repair (e.g., noncompliance with occupants' requests). In an effort to improve both service quality and occupant satisfaction, researchers have explored occupant dissatisfaction factors based on occupant complaint data for such facilities and infrastructure as buildings, bridges, water distribution systems, and metro systems [12][13][14][15]. Assaf and Srour [16], in a study seeking to develop a building maintenance strategy to enhance occupant satisfaction and building performance, proposed a neural network approach to predict building occupants' complaints.…”