Dutch housing associations have a market share of about 33% of the entire Dutch housing stock. They spent around 2.8 billion Euros a year on the maintenance of dwellings, of which external suppliers account for approximately 89%. External service suppliers can as such be seen as an extension of the housing associations in fulfilling their public tasks and private objectives. Maintenance service delivery gives an opportunity for high quality interaction with tenants. At the moment maintenance service delivery appears to be of a suboptimal quality leading to a lower than potential tenant satisfaction. With this an essential part of the objectives of housing associations is not fulfilled optimally. This research reveals the essential determinants of maintenance service quality in order to promote tenant satisfaction. Commodity strategies for the purchasing of maintenance services are developed which make its optimization possible from the perspective of tenant satisfaction.
Many PhD-theses start with stating that the route has been solitary. The process has indeed been solitary at times. With these acknowledgements, I would like to emphasise nevertheless that this thesis was only possible because of the many forms of cooperation with others for which I am grateful.
First of all I would like to thank my supervisor Ad Straub. Ad has given me many of the necessary tools to help find my way in the jungle of science. He has put a lot of effort in meticulously reading and commenting all of my pieces and has been, while doing so, an important added value. More in general, together with Geert Vijverberg and Henk Visscher he has given me the opportunity to conduct this research at OTB Research Institute for Housing, Urban and Mobility Studies.
I would like to emphasise my sincere appreciation for both my supervisors Hugo Priemus and Jan Telgen. They have been a great source of inspiration. Their extensive knowledge on the subjects covered in this research has been of great importance to me.
This thesis was co-funded by the OTB Research Institute, the BSIK funds (Innovative Land-Use programme) and Corpovenista. A specialized steering committee from Corpovenista and SBR (Stichting Bouwresearch) commented on the results during this reasearch. It gave me the opportunity to test the empirical part of this thesis (in particular Chapters 2, 4-6, and 7). I would like to thank the members of the steering committee for their useful insights and for all their effort: Andre Ernst, Astrid van de Sande-Hamers, Dennis Gerlof, Dik Roetert Steenbruggen, Egbert Kunst, Elly Cornelissen, Fattah Kabbaj, Hans Vingerling, Nico van der Linden, Kees van Staveren, Krijn Smallenburg, Pablo van der Laan, Richard Boulan, Robert Gerritsen, Sannie Verweij, and my colleagues Geert Vijverberg and Ad Straub.
Both Sylvia Jansen and Marnix Koopman helped me a lot with the statistical aspects of my thesis. Thank you both for this.
I would like to thank Kim Koot, Robert Gerritsen, Egbert Kunst, Fattah Kabbaj, Elianne van Deurzen, Truus Waaijer, Martine Lansbergen and all others who made the empirical parts of my thesis possible.
Wendy van der Valk, Marc Reunis, Fredo Schotanus, Mark van de Vijver, Merijn Linthorst and Mirjam Kibbeling: thank you all for our inspiring meetings. A special thanks to Wendy for the fruitful cooperation.
Karin Soldaat, Jan-Willem Smid en Wendy Bohte, thank you very much for the pleasant atmosphere, and for being great roommates.
Annemarie van Mossel, Marleen van Mossel, Gernand van Ee, Paul Officier, Marieke Officier, Marian Officier, Boris Pents, Niek Officier†, Rixt Officier, Robert den Hollander, Stephan Krüger, Michiel Nederlof, Edwin Wilkens, Annemarie Hagen, Niels Suijker, Iris van der Veen, Joris Hoekstra, Bas Waterhout, Amarins van den Bos, Janneke Welschen, Janneke Toussaint, all members from the theme group of SVBTB and the Section of DWK, and many others: thank you all for your support, your interest and the distraction during the course of my PhD.
Mama, papa, oma Berends and oma van Mossel†: you showed me time after time that there are more things in life than just work. You have taught me what really is important in life. Thank you for all your support and advice.
Finally, Paulien, thank you for always being there for me.
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