Model of communication and user behavior in public utility buildings

Published: 8 August 2022| Version 1 | DOI: 10.17632/h69ph57rnm.1


The survey is implemented as part of the project "Multi-module system for optimizing the epidemic safety of public buildings" financed by the Polish National Center for Research and Development NCBR (no. POIR.01.01.01-00-2440 / 20-00). The aim of the study is to identify communication preferences and the specificity of the behavior of users of public buildings. The study form covers the perspective of 3 main stakeholders: - customers staying in the building, - employees staying in the building, - management staff residing in the building. To communicate effectively with the users of the public utility buildings, it is necessary to know about their typical behaviors there and their preferences concerning the ways of communication. If any important information from the facility manager is to be announced, it will be delivered to the highest number of people who are in a certain public utility building, if the most preferred way of communication channel is chosen (preferred by the majority of visitors and employees being in the building at the moment of announcement). Analysis of the collected answers allows for choosing the most efficient communication channels in the public utility buildings.


Steps to reproduce

The 63-question questionnaire is created in Microsoft Forms and distributed via e-mail. The results are downloaded (from Forms) in the form of an Excel file. As there are also multiple answers allowed (questions allowing that are marked in the file), the Excel file has been reworked, making any further analysis easier. Questions 1 to 8 are directed to all respondents. The following 21 questions (9 to 29) are directed to the visitors of the public utility buildings (who don't work in them). Questions 30 to 46 are directed to employees who work in the public utility building but do not play managerial roles there. The last 17 questions (47 to 63) are directed to managers employed in the public utility buildings. There are 206 customers (visitors), 176 employees, and 70 managers who have answered the questionnaire. Every cell in the Excel file contains only one of the following values: 0 - a certain answer is not chosen, 1 - a certain answer is chosen; n/a - a certain question is not answered (but a certain respondent was asked to answer), n/r - the answer is not required (as there are mainly separate questions for separate groups of respondents). Each column in the Excel file represents a single possible answer, e.g. if there are 5 possible answers for a certain question, they are placed in 5 columns. There are several questions that allowed multiple answers. Besides the three groups of respondents (and dedicated questions to them), there is only one conditional question 25. If the answer (of the visitor) for question 24 is yes, then the visitor is asked to answer question 25. Otherwise not.


Szkola Glowna Handlowa w Warszawie, Politechnika Warszawska


Management, Communication Channel, Communication by Type, Communication Effectiveness, Facility Services Industry, Facility Service, Customer Care