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1 – 10 of over 31000This paper aims to empirically investigate the effect of facility–maintenance service quality on tenants’ satisfaction and their subsequent willingness to pay higher rent in the…
Abstract
Purpose
This paper aims to empirically investigate the effect of facility–maintenance service quality on tenants’ satisfaction and their subsequent willingness to pay higher rent in the National Capital Region (NCR), India.
Design/methodology/approach
The data for this study was collected from 1,692 tenants in NCR, India. SmartPLS4.0 was used to analyze the data using structured equation modeling.
Findings
The study findings indicate that all parameters of facility–maintenance service quality (tangibles, service personnel quality and empathy) positively impact tenants’ satisfaction. Further, satisfied tenants are willing to pay higher rentals. In addition, customer satisfaction partially mediates the relationship between facility–maintenance service quality and willingness to pay higher rent.
Research limitations/implications
The study extends evidence-based research in the service industry to provide empirical evidence that facility–maintenance service quality positively impacts customer satisfaction in real estate settings in emerging markets (India). This research will guide future researchers to explore other dimensions to support evidence-based research in real estate settings.
Practical implications
Based on the data collected online after personal interaction in residents’ meetings, the study findings provide significant insights for stakeholders such as policymakers, practitioners, landlords, associations and builders. With rising housing demand because of rural migrations toward urban or metro locations coupled with the government’s inability to expand the infrastructure simultaneously, the government has enhanced the role of public–private partnership (PPP) in housing development. The findings will help policymakers incorporate the service angle into key performance indicators in PPP contracts. Additionally, with rising competition in the housing sector, understanding these factors will help landlords and resident associations improve service quality standards, thus enhancing the residential societies’ word-of-mouth publicity and attracting high-paying residents.
Originality/value
To the best of author’s knowledge, this is a pioneer study to empirically investigate the impact of facility–maintenance service quality standards on tenants’ satisfaction and willingness to pay higher rent in a residential setting in India.
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The purpose of this paper is to present previous studies and reports which have shown that most school buildings in the USA suffer from inadequate physical conditions. As American…
Abstract
Purpose
The purpose of this paper is to present previous studies and reports which have shown that most school buildings in the USA suffer from inadequate physical conditions. As American school buildings become “older”, it is essential for every school district to have an effective facilities maintenance management plan of its facilities. Therefore, the main purpose of this study is to identify and analyze how facilities maintenance is planned, managed and carried out by large public schools in the State of Texas, USA.
Design/methodology/approach
Guidelines taken from the literature drove the development of a survey questionnaire, which was sent to 320 school facilities managers from four major metropolitan areas in Texas. Elementary, middle and high schools with enrollments of 750 students or more were selected from the Texas Education Agency's web site. The responses were received in a secure database established at an online web site, where participants' identities were kept confidential.
Findings
The overall findings of this research indicate a poor quality of facilities maintenance management practices exists in large public schools in Texas. Nevertheless, the study also found that schools following the guidelines set by the US Department of Education tend to have comparatively more detailed and contemporary information about their facility's condition. As a result, these schools are able to predict the projected needs of the school, including its maintenance needs.
Originality/value
The results of this study can be adapted and used by any public school that would like to provide high‐quality school facilities for healthy and supportive teaching and learning environments.
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Mal Kong Sia, Vivien Wong Chin Yew, Zhi Yong Lim and Ye Dongqing
It is essential to provide the necessary facilities in a building for human living. However, most unit owners of high-rise buildings do not realise the importance of good property…
Abstract
Purpose
It is essential to provide the necessary facilities in a building for human living. However, most unit owners of high-rise buildings do not realise the importance of good property management until their buildings and common facilities have deteriorated. It is thus important to ensure adequate maintenance is provided to create and sustain a healthy living environment for high-rise households. The purpose of this study is to measure and compare the perceptions and satisfactions of residents with the facilities and maintenance services provided in two different condominiums located next to each other.
Design/methodology/approach
Survey questionnaires were used, and the data were collected from 120 residents of each condominium which was developed by the same developer but completed at different times. Using the IBM SPSS Statistics software, cross tabulations, χ2 tests of independence and independent-samples t-tests were carried out for descriptive and inferential statistics. A simple post questionnaire survey was conducted to confirm the findings obtained from χ2 tests and t-tests.
Findings
The results show that residents’ perceptions of facilities and maintenance services provided are significantly higher for the newer condominium compared to the older one. Residents’ satisfactions with facilities are also higher for the newer condominium. However, poorer lift services and their maintenance have resulted in lower overall mean satisfaction with maintenance services for the newer condominium. Nevertheless, results from data collected in post questionnaire survey reveal that the respondents still prefer to live in the newer condominium despite higher rental rates.
Research limitations/implications
This paper reports only the data collected from samples of two condominiums in Kuala Lumpur.
Practical implications
There is a dearth of literature on residents’ perceptions and satisfactions towards facilities and maintenance services provided for high-rise residential living, particularly in Malaysia, where high-rise buildings are either managed by joint management body or management corporation depending on whether the strata titles have been issued. The findings can be used as benchmarks for property management purposes of condominiums.
Originality/value
This paper could be considered as the first in reporting residents’ perceptions and satisfactions with the facilities and maintenance services provided in residential high-rise buildings since the implementation of the Strata Management Act 2013, which was implemented to provide for proper maintenance and management of high-rise buildings and the common properties.
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The current maintenance management method has affected the efficiency of the building facility management at Polytechnics. Many issues such as poor service delivery, inadequate…
Abstract
Purpose
The current maintenance management method has affected the efficiency of the building facility management at Polytechnics. Many issues such as poor service delivery, inadequate finance, poor maintenance planning and maintenance backlogs have emerged due to the usage of conventional method application (paper-based form and unsystematic database. The purpose of this paper is to review existing literature and case studies project of the technologies in maintenance management at Polytechnic, and subsequently to identify the challenge in improving the current maintenance management technologies.
Design/methodology/approach
The purpose of this paper is to review existing literature and case studies project of the technologies in maintenance management at Polytechnic, and subsequently to identify the challenges of information and communication technology (ICT) implementation for strategic defect diagnosis and decision-making in improving the current maintenance management technologies. Eight Polytechnics are selected on the basis of the major problems of using the conventional method in the comparison to investigate the maintenance management practices in each Polytechnic. There are around 32 Polytechnics in Malaysia and most are using conventional methods.
Findings
The findings reveal the need for a more sophisticated maintenance management system that provides guidelines for decision-making processes with the implementation of ICT. The interview results also reveal irregularities within the Malaysian Polytechnics’ maintenance management database. The system architecture and the information system prototype are presented to integrate the information database and maintenance management processes in improving the building diagnosis approach and decision-making process for managing building maintenance.
Originality/value
This new system is expected to become the successful technology in assisting the maintenance contractors, clients and developer for effective management of maintenance defects at Polytechnic.
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Arnt O. Hopland and Sturla Kvamsdal
There is widespread and long-lasting worry related to the condition of public purpose buildings and public investments. Public buildings make up a huge capital stock and proper…
Abstract
Purpose
There is widespread and long-lasting worry related to the condition of public purpose buildings and public investments. Public buildings make up a huge capital stock and proper maintenance and investments are important for public policy. Notwithstanding, the relevant research literature is fragmented and spread across several fields. The authors take stock of earlier and more recent research and suggest some ideas for future research.
Design/methodology/approach
The authors summarize the relevant literature and discuss implications of various theoretical assumptions and empirical findings for maintenance and investment strategies.
Findings
A better understanding of the role of public facilities in public service provision is important. Relevant topics for further research are the impact of technological changes, both in buildings and service provision, economic issues including macroeconomic shocks and trends that influence public funding and demand for public services, and advancing maintenance scheduling models to consider a portfolio of facilities. Further, the empirical literature suffers from a lack of relevant data to gauge both the condition of public facilities and their impact on public services.
Originality/value
There is widespread worry that poor facilities adversely impact public services, but the size and significance of this impact are an open question. This paper contributes by taking stock of the existing research on public facilities, maintenance, and investments, and suggest ideas for further work.
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Conventional methods practiced by the Development and Facilities Management Unit (UPPF) have faced issues due to management deficiencies and incompetent staff members who were…
Abstract
Purpose
Conventional methods practiced by the Development and Facilities Management Unit (UPPF) have faced issues due to management deficiencies and incompetent staff members who were unable to handle facilities management assessment processes at Malaysian Polytechnics. The paper aims to discuss this issue.
Design/methodology/approach
The prime objective of this paper is to improve the conventional methods which tend to be both cumbersome and ineffective in the UPPF Maintenance Management Systems (MMSs) at Malaysian Polytechnics. Primary data were gathered through interviews to develop the proposed system. Eight Polytechnics were selected based on major problems arising from using conventional methods. A comparison was then conducted to investigate the maintenance management practices at each Polytechnic. There are around 32 Polytechnics in Malaysia and most are using conventional methods.
Findings
The major conclusion drawn from the interview results was that comprehensive MMSs are lacking, specifically those that integrate operation and maintenance (O&M) processes of facilities management and software programming that provides guidelines for decision-making processes. The interview results also revealed irregularities within the Malaysian Polytechnics’ maintenance management database. This paper explores the concepts of Electronic Form Defect Assessment (E-Form Defect Assessment), relational databases and online customer complaints to adapt their role as dynamic maintenance management tools.
Originality/value
The paper concludes that the developed system is able to accommodate recording of data, such as complaints and specific items needed for maintenance, through the internet and intranet. MMSs potentially transform facilities management O&M processes into one of the most sophisticated technologies by providing access to all information published by each Malaysian Polytechnic institution. This technology was established in order to foster financial cooperation with the idea being that Polytechnics which compete with one another become financially interdependent with the goal of promoting successful facilities management in the construction of new facilities and infrastructure.
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Sarel Lavy, John A. Garcia and Manish K. Dixit
The purpose of this paper is to identify key variables that affect the quantifiable key performance indicators (KPIs) and to derive equations to measure these indicators…
Abstract
Purpose
The purpose of this paper is to identify key variables that affect the quantifiable key performance indicators (KPIs) and to derive equations to measure these indicators. Qualitative KPIs are also discussed in terms of the aspects that need to be covered while carrying out qualitative performance assessment.
Design/methodology/approach
A combination of literature and an industry opinion-based qualitative approach is applied to develop equations to calculate the quantifiable KPIs. A facility asset management consulting firm is included in the process of deriving the equations. Key aspects of a facility's qualitative performance assessment are categorized and discussed by performing a literature review.
Findings
Mathematical expressions for core performance indicators are presented and discussed along with key variables. In addition, the information needed to quantify these core indicators is also discussed.
Research limitations/implications
This paper represents the second step towards establishment of a relevant list of quantifiable and measurable core KPIs, which were identified and categorized in Part I of this paper. In Part II, the authors derive equations to quantify the core KPIs. Future research is needed to use relevant information from industry for validating these equations.
Practical implications
A need for a concise and relevant list of KPIs was identified in Part I of this paper. Part II provides an approach to quantify the core KPIs based on information that is available in the industry. This research will help facility management professionals in not only selecting the indicators of choice, but also quantifying them based on available information yielding enhanced facility management decisions with measurable facility performance outcomes.
Originality/value
This paper provides equations and variables to measure a facility's physical, functional and financial performance using both quantitative and qualitative performance assessments.
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Zahra Yousefli, Fuzhan Nasiri and Osama Moselhi
The complexity and criticality of healthcare services highlight the importance of maintenance management function in healthcare facilities. The purpose of this paper is to review…
Abstract
Purpose
The complexity and criticality of healthcare services highlight the importance of maintenance management function in healthcare facilities. The purpose of this paper is to review the literature on maintenance management of healthcare facilities and hospital buildings to provide an organized literature review and identify gaps from the perspective of research and practice.
Design/methodology/approach
The paper categorizes the literature and adopts a review hierarchy according to maintenance management functions in hospital buildings. It explores the impact of those functions on the performance of maintenance activities in hospitals. Furthermore, it examines the role of information technology and automated decision support systems in facilitating hospital maintenance management functions and performance.
Findings
Literature on maintenance management in healthcare facilities and hospital buildings has so far been very limited. Recently published literature focusing on healthcare facilities management and its maintenance management functions is classified into various areas and sub-areas. The paper highlights gaps in the literature and suggests avenues for future research and improvements.
Originality/value
The paper contains a comprehensive listing of publications and their classifications according to various attributes. It will be useful for researchers, maintenance managers, practitioners and stakeholders concerned with facility management of hospital buildings.
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Fredrick Simpeh, Glenrose Miller Mavangwa and Lance Wentzel
Public facilities in most part of the world, including South Africa, are poorly managed due to factors including inadequate funding and poor implementation of systems. This study…
Abstract
Purpose
Public facilities in most part of the world, including South Africa, are poorly managed due to factors including inadequate funding and poor implementation of systems. This study seeks to develop strategies that would help to overcome the barriers to managing public facilities.
Design/methodology/approach
The study adopted an exploratory research design. A semi-structured interview was used to collect qualitative data from the respondents. Purposive sampling was used to select the organizations whereas quota sampling was used to select the participants. The collected data were analysed by means of the thematic analysis technique.
Findings
The study found that 6 main strategies (i.e. adequate and capable human resources, provision of maintenance equipment and systems, adequate budget provision, amendment of procurement systems, root out corruption and effective organization structure) could be implemented to overcome public facilities management challenges.
Research limitations/implications
The data were collected from only one province in South Africa. However, the findings may be applicable to other provinces since most of the provinces in the country share similar characteristics.
Practical implications
The Department of Public Works and other public institutions could use these strategies to mitigate the barriers to public facilities management. This will help to improve the facilities management systems leading to enhanced facilities' value.
Originality/value
Studies on challenges of public facilities management abound; however, approaches and strategies of dealing with these challenges have not received much attention. This study has identified strategies that could help mitigate the challenges associated with public facilities management. Thus, the findings of this study contribute to the body of knowledge on strategies of mitigating public facilities management challenges.
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Increasing demand for healthcare services world‐wide creates continuous requirements to reduce expenditures on “non‐core” activities, such as maintenance and operations. At the…
Abstract
Purpose
Increasing demand for healthcare services world‐wide creates continuous requirements to reduce expenditures on “non‐core” activities, such as maintenance and operations. At the same time, owners, users, and clients of healthcare expect a high level of built‐facilities performance and minimized risks. The objective of this research is to develop an integrated facilities management (FM) model for healthcare facilities.
Design/methodology/approach
The paper presents a case study analysis of an Israeli acute care hospital, in which the integrated healthcare facilities management model (IHFMM) was implemented, and the findings were examined and evaluated three years later. The case studies investigated the effectiveness of the developed model in terms of maintenance and performance management. The robustness of the model was also examined by applying sensitivity analyses to its parameters.
Findings
Both of the case studies show significant results in predicting FM‐related aspects, such as the level of performance and the required maintenance budgets. The findings reveal a high correlation between the two phases of the case studies in terms of financial outcomes and performance predictions.
Originality/value
The core of the model is based on the strength of identified effects of certain parameters, such as maintenance expenditure and actual service life, on the performance and maintenance of healthcare facilities. The proposed IHFMM addresses two core topics of FM: maintenance and performance, for strategic FM decision making.
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