Identifying Key Performance Indicators for Engineering Facilities in Commercial Buildings—A Focus Group Study in Hong Kong

Man, Chun Sing; Lai, Hung Kit

doi:10.1007/978-3-319-09507-3_91

Cited by 5 publications

(6 citation statements)

References 5 publications

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“…Looking at the results of the entire report, the relationship between railway infrastructure or station facilities and potential risks, such as low public interest in railway transportation, operational issues at the station, and poor station management, can be avoided because the railway infrastructure, especially at Ketapang Station, is rated as "Very Satisfied" by passengers. Railway Infrastructure and Facilities at Ketapang Station [20] [21] [22].…”

Section: Customer Satisfaction Index (Csi) Testmentioning

confidence: 99%

Evaluation of Facility Services at Kepatang Train Station Based on User and Community Interest

Soimun,

Johnata

2023

jrtt

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This study aims to evaluate the service infrastructure of Ketapang Railway Station based on users and public interest. The research method used was a survey method by distributing questionnaires to Ketapang railway station users and potential users of the station. The questionnaire included questions about the quality of station services, user expectations and needs, as well as public interest in railway station services. The results of the study showed that the infrastructure facilities at Ketapang railway station had met the minimum standard service regulations in place. From the analysis of the customer satisfaction index, it was found that the criteria for "very satisfied" was achieved with a score of 90.38%. In addition, the public interest in Ketapang railway station services was very high. These recommendations are expected to help improve the quality of Ketapang railway station services and increase public interest in using the station's services.

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Section: Customer Satisfaction Index (Csi) Testmentioning

confidence: 99%

Evaluation of Facility Services at Kepatang Train Station Based on User and Community Interest

Soimun,

Johnata

2023

jrtt

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“…A questionnaire survey was made to single out the most important indicators (i.e. KPIs) from the shortlisted indicators and, with the responses from different stakeholder groups (building developer, owner, management company) and FM practitioners at different levels (strategic, tactical, operational), the factors affecting the importance levels of the indicators were analyzed (Man and Lai, 2013). Eventually, the relationships between the final KPIs (4 main categories, 3 subcategories and 11 individuals) were made clear.…”

Section: Literature Review: Groundwork Of the Research Teammentioning

confidence: 99%

“…Targeting the members of the IHEEM, the survey will solicit opinions on the essential measures that should be included in the intended performance evaluation method. Similar to the approach of an earlier work (Man and Lai, 2013), the respondents will be asked to indicate the importance level of each performance measure. Based on the responses, a Relative Importance Index (RII) will be computed for each measure using Equation 1, where I r is the importance level given by each respondent to a measure, I m is its maximum importance level, and N is the total number of respondents.…”

Section: Stagementioning

confidence: 99%

Performance evaluation for hospital facility management: literature review and a research methodology

Lai

Yuen

2019

Journal of Facility Management Education and Research

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Underpinning the quality of health services is a wide range of facilities services that require effective management. With the importance of such facilities management (FM) increasingly recognized, research on healthcare FM has grown, with many that attempted to develop some performance frameworks or key performance indicators (KPIs) for hospital FM. A credible scheme that is tailored for evaluating the holistic FM performance of hospital buildings, however, is yet to be seen. In order to establish such a performance evaluation scheme, a research project was initiated. A review of the literature germane to hospital FM and the groundwork completed by the research team, based on which the project was formulated, is reported in this paper. The research methodology of the project and the five stages of rigorous research work, including a multi-pronged approach to data collection, the method for processing the data with an analytic network process (ANP) and the steps for establishing the intended evaluation scheme, are also described.

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“…Loosemore & Hsin (2001) pointed out, should also be comprehensible, measurable, and practical for data collection. Selection of appropriate KPIs is influential to the success of a performance measurement scheme (Man & Lai, 2014).…”

Section: Performance Measurement In Fm and Hotelsmentioning

confidence: 99%

Performance measurement for teaching hotels: A hierarchical system incorporating facilities management

Lai

Choi

2015

Journal of Hospitality, Leisure, Sport & Tourism Education

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Intended to establish a performance measurement system (PMS) for teaching hotels, a study was conducted involving face-to-face interviews with the senior management of a typical teaching hotel. Key performance indicators (KPIs), grouped into four dimensions -education support, brand enhancement, financial performance and facilities performance, were shortlisted to form a performance measurement hierarchy. Using an analytic hierarchy process (AHP), the intended PMS was developed. Instead of financial performance, education support was the most important dimension, followed by facilities performance. The PMS, which is a pilot of its kind, may be used for other teaching hotels.

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Identifying Key Performance Indicators for Engineering Facilities in Commercial Buildings—A Focus Group Study in Hong Kong

Cited by 5 publications

References 5 publications

Evaluation of Facility Services at Kepatang Train Station Based on User and Community Interest

Evaluation of Facility Services at Kepatang Train Station Based on User and Community Interest

Performance evaluation for hospital facility management: literature review and a research methodology

Performance measurement for teaching hotels: A hierarchical system incorporating facilities management

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