SMARTQUAL LITE : Assessing the Property Management’s Technological Service Quality of Office Buildings in Stockholm

Abstract: This master's thesis presents the development of a conceptual model, SMARTQUAL LITE, designed to measure and evaluate the quality of services delivered by smart buildings. The purpose of this research is to provide a foundation for a comprehensive service quality model, SMARTQUAL, enabling smart building service providers to enhance their service offerings and effectively meet tenant demands. The study addresses three key research questions: firstly, it explores how smart building services can be leveraged to improve the quality of office spaces. Secondly, it investigates whether property owners adequately meet tenant demands for smart building services. Lastly, it aims to establish a reliable and valid method for measuring the quality of smart building services. The findings highlight the presence of numerous digital tools and solutions offered by established companies specializing in smart infrastructure and smart buildings. These solutions offer substantial advantages, with their limitations gradually diminishing. The PropTech market is poised for the implementation of smart digital solutions to enhance office space quality. However, a significant challenge lies in convincing property owners of the intangible benefits provided by these solutions. While the argument for energy efficiency is relatively straightforward due to its cost-saving potential, the objective value of other smart building services remains unclear. This study aims to bridge this gap by proposing a simplified yet valid and credible measurement of smart buildingservice quality. Additionally, it explores the responsiveness of property owners to tenant demands. By developing SMARTQUAL LITE, this research provides a practical framework for assessing the service quality of smart building offerings. The model contributes to the ongoing advancement of smart building technology and encourages service providers to make informed decisions about service upgrades and offerings. Ultimately, it seeks to create a more tenantcentric approach to smart building services, ensuring an improved quality of office spaces in line with evolving demands and expectations.