Adopting quality management (QM) principles in managing facilities management service delivery

Myeda, Nik Elyna; Chua, Shirley Jin Lin; Aqillah, Nur Syafiqatul

doi:10.1108/ijqrm-08-2022-0253

Cited by 3 publications

(2 citation statements)

References 53 publications

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“…This includes the competency of maintenance practice in meeting the technical specification whilst maintaining a good function and appearance (Shohet, 2003;Yahya & Ibrahim, 2012). Quality performance reflects the professional conduct and competency of the practice (Myeda et al, 2023).…”

Section: Quality -Frequency Of Failure Professionalism and Expertise ...mentioning

confidence: 99%

User Satisfaction on Facilities and Maintenance Services of Stratified Residential Buildings in Malaysia

Che-Ghani,

Myeda,

Ali

2023

JSCP

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This paper aims to investigate the performance of facilities and maintenance services provided in the four cases around Klang Valley for medium-cost stratified residential buildings. The quantitative methodology was adopted via questionnaire surveys to 137 residents of the four residential case study buildings. The analyses are frequency of failure, performance indicator by Weighted Average Satisfaction index (WAS) for the attributes: waiting time request and response from staff, professionalism and expertise of staff, worthiness of paid maintenance fee and relative performance index (RPIa) for the overall satisfaction for each facility as well as correlation test. Residents of the case studies were satisfied as the attributes of the performance recorded the WAS score of 40-79. The value of RPIa is closer to 1.00, indicating that almost all the facilities contribute to the good performance of the buildings and indirectly enhance the residents’ well-being. There is also a strong relationship between each attribute as the value of correlation is above 0.5 except for certain attributes in Case B. The present study suggests that maintenance services and facilities of residential buildings particularly should be in good condition and under proper care to enhance the performance of the buildings and the residents’ well-being. The study also noted that end user behaviour together with well-planned and functional management also contributes to the performance of the buildings.

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Section: Quality -Frequency Of Failure Professionalism and Expertise ...mentioning

confidence: 99%

User Satisfaction on Facilities and Maintenance Services of Stratified Residential Buildings in Malaysia

Che-Ghani,

Myeda,

Ali

2023

JSCP

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“…Existing literature suggests that the satisfaction of users with the quality of FM services is a function of their past experience with using such services and is driven by equity and regret (Ikediashi et al , 2015; Kim et al , 2018). Evidence from some scholarly works on the measurement of user satisfaction shows that the assessment of satisfaction is usually obtained formally via feedback on FM service quality using post-occupancy evaluation (POE) techniques (Musasa and Tlapana, 2023; Myeda et al , 2023; Abisuga et al , 2020; Ahmed and Hassanain, 2020; Hassanain et al , 2019; Sanni-Anibire and Hassanain, 2016) or informally via means such as phone calls, emails, memos and reports (Abisuga et al , 2020; Dalton et al , 2013; Goins and Moezzi, 2013). According to Ikediashi et al (2015), Lepkova and Žūkaitė-Jefimovienė (2012) and Suki (2012), satisfaction with FM in buildings is directly related to user satisfaction with the services of an organisation.…”

Section: Introductionmentioning

confidence: 99%

A post-occupancy evaluation of in-house facilities management service quality and user satisfaction in multi-tenanted office buildings in Ghana

Tannor

Appau

Attakora‐Amaniampong

2023

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Purpose The purpose of this study is to explore user satisfaction with in-house facility management (FM) services in multi-tenanted office buildings in Accra, Ghana using a post-occupancy evaluation (POE) approach. Design/methodology/approach The study assessed user satisfaction with FM service quality by using a POE of their perceptions about the attitude and courtesy of the FM personnel, the reliability of the FM services they provide, the responsiveness and the competence of the service providers. The study used walk-throughs and questionnaire surveys as the POE methods. One hundred and twenty-one users from 22 multi-tenanted office buildings, who have actively used the FM services for at least a year, were purposively sampled. The data was collected via a survey using a structured questionnaire. The data was analysed using descriptive statistics and principal component analysis in version 25 of statistical package for the social sciences. Findings The study revealed that users were dissatisfied with the quality of in-house FM services across all 15 services The results also showed that users’ satisfaction with the services is not affected by the differences in their age, gender, educational level, job role and number of years in the buildings. The results further demonstrated that the most critical factors that resulted in users’ dissatisfaction were electric facilities, building fabric maintenance, emergency coordination, waste management and the decoration of the buildings during festive seasons. Originality/value To the best of the authors’ knowledge, the present study based on POE to assess user satisfaction with FM services for multi-tenant office buildings has, presumably, not been tackled before in Ghana. The results of the study are very essential to the owners of the buildings and facility managers in decision-making concerning the delivery of FM services. Building industry-wise, the results demonstrate the need for in-house FM managers in multi-tenanted office buildings in Ghana to adopt FM service delivery methods that increase user satisfaction. The results also call for further research into user satisfaction with outsourced FM services in multi-tenanted office buildings and further research on the use of the in-house strategy on other types of buildings to ascertain whether the dissatisfaction with FM is due to other factors such as the choice of FM strategy, the property type etc.

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A bibliometric analysis of the Quality Management Journal: 10 years of publications and the pathway forward

Antony,

Singh,

Vij

et al. 2024

Quality Management Journal

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Adopting quality management (QM) principles in managing facilities management service delivery

Cited by 3 publications

References 53 publications

User Satisfaction on Facilities and Maintenance Services of Stratified Residential Buildings in Malaysia

User Satisfaction on Facilities and Maintenance Services of Stratified Residential Buildings in Malaysia

A post-occupancy evaluation of in-house facilities management service quality and user satisfaction in multi-tenanted office buildings in Ghana

A bibliometric analysis of the Quality Management Journal: 10 years of publications and the pathway forward

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