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FM‐SERVQUAL: a new approach of service quality measurement framework in local authorities

Wan Zahari Wan Yusoff (Department of Construction and Property Management, Faculty of Technology Management, Tun Hussein Onn University, Malaysia)
Maziah Ismail (Department of Construction and Property Management, Faculty of Technology Management, Tun Hussein Onn University, Malaysia)
Graeme Newell (Property Research Centre, University of Western Sydney, Sydney, Australia)

Journal of Corporate Real Estate

ISSN: 1463-001X

Article publication date: 9 May 2008

Abstract

Purpose

The purpose of this paper is to evaluate the quality of services provided by local authorities (LA) to the public. An FM‐SERVQUAL instrument was developed to meet an appropriate measurement of such services.

Design/methodology/approach

The development of FM‐SERVQUAL based on integrated facility management (FM) framework. It involved measurements of 40 elements of human capital components, property, technology and ICT, and working processes of Johor Bahru City Council which is one of the major cities in Malaysia. Primarily, two phases of data collection were carried out, of which 100 and 191 respondents were involved during the first and second phases, respectively.

Findings

The study revealed that, five elements in technology and ICT and six elements of property which were identified below the service quality (SQ) level. On the other hand, 29 elements of other services were achieved with minimum quality level.

Practical implications

The LA executives recognized FM‐SERVQUAL, as it is very useful to measure the service delivery performance of their organization. Consequently, the elements which are below SQ level can be easily identified.

Originality/value

An FM‐SERVQUAL instrument set under the integrated FM framework was developed through an empirical basis. It is an efficient and effective instrument with a capability to measure the quality of services the delivery system. FM‐SERVQUAL also serves as an essential gauge in policy formulation and future planning of an organization.

Keywords

Citation

Zahari Wan Yusoff, W., Ismail, M. and Newell, G. (2008), "FM‐SERVQUAL: a new approach of service quality measurement framework in local authorities", Journal of Corporate Real Estate, Vol. 10 No. 2, pp. 130-144. https://doi.org/10.1108/14630010810905633

Publisher

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Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited