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Article
Publication date: 24 November 2023

Ahmad Johanif Mohd Ali, Mohd Salehuddin Mohd Zahari, Muhammad A'rif Aizat Bashir and Mohd Hafiz Hanafiah

This scholarly investigation explores the Malaysian golfers' experience in Malaysia, Thailand and Indonesia golf courses. The study sheds light on the unique attributes of golf…

Abstract

Purpose

This scholarly investigation explores the Malaysian golfers' experience in Malaysia, Thailand and Indonesia golf courses. The study sheds light on the unique attributes of golf tourism in each country, including the courses, facilities, services and overall golfing experiences offered to golf tourists.

Design/methodology/approach

Qualitative data were procured through in-depth semi-structured interviews with a cohort of 13 Malaysian golfers.

Findings

The findings indicate that golfers' experiences are affected by the quality of service, facilities, price and course condition, ultimately contributing to their satisfaction level. The evidence suggests that Malaysian golfers are comparatively more satisfied with golf courses in Thailand and Indonesia than in Malaysia.

Originality/value

The study underscores the importance of golf course attributes in retaining existing golfers and enticing new ones. Besides, as comparative research on golf course attributes and destination preferences is scant, this study has far-reaching implications, empowering Malaysian golf course managers to augment the appeal and quality of their golf course destination to optimise the behavioural intentions of golf tourists.

Details

International Journal of Sports Marketing and Sponsorship, vol. 25 no. 1
Type: Research Article
ISSN: 1464-6668

Keywords

Article
Publication date: 13 June 2023

Oliver Tannor, Williams Miller Appau and Elvis Attakora-Amaniampong

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…

Abstract

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.

Details

Facilities , vol. 41 no. 13/14
Type: Research Article
ISSN: 0263-2772

Keywords

Article
Publication date: 23 May 2023

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.

Details

Property Management, vol. 41 no. 5
Type: Research Article
ISSN: 0263-7472

Keywords

Article
Publication date: 29 February 2024

Mala Ali Modu, Maimunah Sapri and Zafirah Ab Muin

The provision of facilities management (FM) services, facilitated by a well-suited sourcing strategy, significantly influences the optimization of dwelling unit performance…

Abstract

Purpose

The provision of facilities management (FM) services, facilitated by a well-suited sourcing strategy, significantly influences the optimization of dwelling unit performance, augmentation of occupants’ living experiences and the establishment of a secure and comfortable environment. Consequently, this study aims to examine the sourcing approach used for delivering FM services in social housing within Nigeria’s semi-arid climate and to assess the effectiveness of the chosen sourcing approach in the provision of FM services.

Design/methodology/approach

Data collection involved one-on-one interviews conducted with five principal/senior staff members of the Borno State Housing Corporation in Maiduguri, Northern Nigeria. For data analysis, the NVivo R1 software package and Stata 13.0 were used. Thematic analysis was applied to the data, and the findings were presented through narrations and direct quotes from participants. Logistic regression analysis was subsequently used to assess the effectiveness of the adopted in-house approach in providing FM services in the context of social housing.

Findings

Administrators of social housing in the semi-arid climate of Nigeria exclusively adopted an in-house sourcing approach for providing FM services. Nevertheless, the in-house approach was conclusively determined to be ineffective in delivering FM services within the specific context of social housing in the semi-arid climate of Nigeria.

Originality/value

This investigation centred on examining the sourcing strategy used by social housing administrators for delivering FM services in social housing within a semi-arid climate of Nigeria. Additionally, the study delved into evaluating the efficacy of the chosen sourcing approach in the actual provision of FM services.

Details

Facilities , vol. 42 no. 5/6
Type: Research Article
ISSN: 0263-2772

Keywords

Book part
Publication date: 29 December 2023

Samaya Pillai, Manik Kadam, Madhavi Damle and Pankaj Pathak

Healthcare is indispensable for any civilisation to attain a good quality of life and well-being on both mental and physical levels. The healthcare domain primarily falls under…

Abstract

Healthcare is indispensable for any civilisation to attain a good quality of life and well-being on both mental and physical levels. The healthcare domain primarily falls under pharma, medical, biotechnology, and nursing. Also, other fields may be aligned with these primary fields. Healthcare amasses the contemporary trends and knowledge of upcoming techniques to improve healthcare processes. The practitioners are primarily doctors, nurses, specialists and health professionals, hospital administrators, and health insurance.

It is a fundamental attribute needed for any society to attain good quality of life and well-being in mental and physical health. It is a fundamental right of people to receive good healthcare where drug treatment and hospitalization are available at a nominal cost, as a requirement of today’s modern era. There appears to be a significant disparity in the availability of good healthcare in rural areas compared to urban in India. Even though we enter the digital era with the facilities offered in Industry 4.0 and other advanced technologies brings about a significant change of overall processing within healthcare systems. During the pandemic of COVID-19, there has been digital transformation with success globally. Healthcare cooperatives are a new norm to support the healthcare systems globally. The chapter discusses Gampaha healthcare cooperative and reviews Ayushman Sahakar scheme in India. The reforms require time to evolve.

Article
Publication date: 29 December 2023

Peiyu Wang, Qian Zhang, Zhimin Li, Fang Wang and Ying Shi

The study aims to devise a comprehensive evaluation model (CEM) for evaluating spatial equity in the layout of elderly service facilities (ESFs) to address the inequity in the…

Abstract

Purpose

The study aims to devise a comprehensive evaluation model (CEM) for evaluating spatial equity in the layout of elderly service facilities (ESFs) to address the inequity in the layout of ESFs within city center communities characterized by limited land resources and a dense elderly population.

Design/methodology/approach

The CEM incorporates a suite of analytical tools, including accessibility assessment, Lorenz curve and Gini coefficient evaluations and spatial autocorrelation analysis. Utilizing this model, the study scrutinized the distributional equity of three distinct categories of ESFs in the city center of Xi’an and proposed targeted optimization strategies.

Findings

The findings reveal that (1) there are disparities in ESFs’ accessibility among different categories and communities, manifesting a distinct center (high) and periphery (low) distribution pattern; (2) there exists inequality in ESFs distribution, with nearly 50% of older adults accessing only 18% of elderly services, and these inequalities are more pronounced in urban areas with lower accessibility, and (3) approximately 14.7% of communities experience a supply-demand disequilibrium, with demand surpassing supply as a predominant issue in the ongoing development of ESFs.

Originality/value

The CEM formulated in this study offers policymakers, urban planners and service providers a scientific foundation and guidance for decision-making or policy amendment by promptly assessing and pinpointing areas of spatial inequity in ESFs and identifying deficiencies in their development.

Details

Open House International, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0168-2601

Keywords

Article
Publication date: 18 March 2024

Shirley Jin Lin Chua, Shiuan Ping Beh, Nik Elyna Myeda and Azlan Shah Ali

This study aims to improve the use of digitalization in facilities management (FM) for shopping complex facilities in the post-COVID-19 era. The resumption of economic activities…

Abstract

Purpose

This study aims to improve the use of digitalization in facilities management (FM) for shopping complex facilities in the post-COVID-19 era. The resumption of economic activities, especially in shopping complexes, poses challenges for FM with throngs of shoppers. To tackle these challenges, enhanced and innovative FM practices are necessary.

Design/methodology/approach

The study used a qualitative research approach, incorporating case studies, interviews, observations and documentation. It focused on super-regional shopping complexes in the Klang Valley, Malaysia, selecting two complexes for qualitative data collection. Supplementary data were gathered from various sources, including government policy publications, websites, books, journal papers and archival records.

Findings

The research provides valuable insights into FM innovations and the application of FM digitalization in shopping complexes after the COVID-19 pandemic. It also addresses challenges faced by FM teams during this period. Recommendations for implementing FM digitalization in super-regional shopping complexes post-COVID-19 include developing skilled personnel, defining appropriate work scopes, strategies and policies, using cost-effective software, and increasing occupant awareness. The involvement of outsourced service providers is advised, emphasizing their understanding of the organization’s business model and innovative approaches.

Originality/value

The findings offer new perspectives on the characteristics of FM digitalization in the commercial sector during business disruptions caused by the pandemic. The proposed strategies are grounded in real industry implementations, aiming to enhance the FM digitalization approach for improved business performance.

Details

Facilities , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0263-2772

Keywords

Article
Publication date: 12 January 2023

Isaac Kazungu and Hadija Kubenea

Higher learning institutions (HLIs) need to have quality service facilities to achieve customer satisfaction and positive word of mouth (WoM). The purpose of this study is to…

Abstract

Purpose

Higher learning institutions (HLIs) need to have quality service facilities to achieve customer satisfaction and positive word of mouth (WoM). The purpose of this study is to assess customer satisfaction as a mediator of service facility and WoM in the context of Tanzania's HLIs.

Design/methodology/approach

A mixed-methods approach was used to achieve the study objectives. Stratified and simple random sampling techniques were adopted to obtain the names of 201 students in HLIs in Tanzania. Confirmatory factor analysis (CFA) and structural equation modelling (SEM) were used to test the hypotheses.

Findings

The findings show that service facility is significantly associated with both WoM and customer satisfaction, while the relationship between customer satisfaction and WoM is significant. The study also found that customer satisfaction mediates the relationship between service facility and WoM.

Practical implications

The practitioners of HLIs can invest in improving service facility. Service quality is an important component that impacts WoM in HLIs. This is the most important element that impacts students' satisfaction and WoM in HLIs more than any other element of service quality.

Originality/value

This paper adds to the body of knowledge on the role of customer satisfaction in mediating the relationship between service facility and WoM in the context of Tanzania's HLIs. This study also presents a methodological contribution for a better understanding of the predictors of customer satisfaction in HLIs from the students' point of view.

Details

Journal of Applied Research in Higher Education, vol. 15 no. 5
Type: Research Article
ISSN: 2050-7003

Keywords

Article
Publication date: 27 September 2023

Huiying (Cynthia) Hou, Daniel C.W. Ho and Yung Yau

Facilities management (FM) activities affect citizens’ health and safety, long-term urban environmental sustainability and the relationships between the built and natural…

Abstract

Purpose

Facilities management (FM) activities affect citizens’ health and safety, long-term urban environmental sustainability and the relationships between the built and natural environments of cities. This study aims to comprehend the status of smart FM tools application, how they are used to improve the delivery of FM services and the barriers to their implementation.

Design/methodology/approach

To investigate the current smart solutions that leverage the quality of FM service, a case study based on the FM practice in Hong Kong was carried out. The case study was conducted in two phases of data acquisition based on a qualitative research methodology. After conducting in-depth interviews to determine the application of smart FM tools in different types of properties and to identify the initiatives and barriers to smart FM tool application, three workshops were conducted to validate the findings and further investigate the influence of FM professionals on smart FM tools application in Hong Kong.

Findings

The findings of the case study revealed, firstly, that four types of smart FM tools – user-centric, safety and hygiene, maintenance and sustainability-oriented – are used to assist the delivery of FM services. Secondly, smart FM tools are shown to be useful in assisting FM activities. Thirdly, the existing barriers to smart FM tool application manifest differently in shopping malls, office buildings and residential buildings. Fourthly, smart FM tools are used to address the four attributes of user needs: comfort, health and wellbeing, convenience and information to occupants.

Originality/value

The value of this study lies in its focus on the industry level (FM industry) and the application process of smart FM tools in different types of property, revealing the benefits, initiatives and barriers to their future application. This study provides a comprehensive picture of the current status and elaborates the barriers to smart FM tool application, which will help FM practitioners to make strategic decisions on selecting and developing smart FM tools. Also, this study will facilitate smart FM tool application policy development.

Details

Facilities , vol. 42 no. 1/2
Type: Research Article
ISSN: 0263-2772

Keywords

Article
Publication date: 5 January 2024

Hartaty Hartaty and Wiwiek Dianawati

This study aims to determine the influence of the role of hospital leaders, the COVID-19 budget and health service facilities at regional general hospitals (RSUDs) to Indonesia on…

Abstract

Purpose

This study aims to determine the influence of the role of hospital leaders, the COVID-19 budget and health service facilities at regional general hospitals (RSUDs) to Indonesia on hospital responses in overcoming the COVID-19 pandemic, moderated by hospital class level.

Design/methodology/approach

This research was designed as quantitative research using partial least square-structural equation modeling (PLS-SEM) to test hypotheses.

Findings

Using a sample of 185 RSUDs, it was found that the role of hospital leaders, the COVID-19 budget and health service facilities in RSUDs had a positive and significant effect on the hospital's response to the COVID-19 pandemic. The findings show that the role of hospital leaders, in this case, the RSUD director, is essential in improving health services during the COVID-19 pandemic. The COVID-19 budget and health service facilities at RSUD can run effectively during the COVID-19 pandemic if the RSUD director issues appropriate policies during the COVID-19 pandemic crisis.

Originality/value

This study is the first to determine the influence of hospital leaders, the health budget for COVID-19 and hospital health service facilities simultaneously on the hospital's response to the COVID-19 pandemic. This study also provides empirical evidence regarding the idea of stewardship theory, which suggests the role of leaders in supervising organizations to achieve organizational goals effectively in times of crisis.

Details

International Journal of Health Governance, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2059-4631

Keywords

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