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This paper aims to examine the strategy, selection and perception of facility management (FM) services and the effect it may have on perceived building quality.
Abstract
Purpose
This paper aims to examine the strategy, selection and perception of facility management (FM) services and the effect it may have on perceived building quality.
Design/methodology/approach
Data was collected through a survey distributed to board members of cooperatives for newly constructed buildings in Sweden. Responses from 394 cooperative boards were included in the data set and analysed. The difference in cooperative choice of FM strategy and satisfaction with FM services was examined with non-parametrical Kruskal–Wallis tests and the effect of FM strategy and satisfaction with FM services on perceived building quality was examined with a one-way analysis of variance (ANOVA) test.
Findings
The results suggest information asymmetry and indicate urgent need for an objective accreditation system for FM services, which will inform and assist housing owners in the FM selection process. The study validates the hypothesis that facilities management strategies applied by housing cooperatives have a significant effect on perception of building quality.
Practical implications
The findings will assist developers, facility and property managers to understand the needs and services valued by the housing cooperative. The findings highlight the information asymmetry, restricted techniques and weak signalling methods among FM services, and advocates promoting an objective accreditation system for FM services.
Originality/value
The study contributes to the discussion on the concept of building quality and the results presented provide a better understanding of facilities management strategy on perception of building quality.
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Alejandro Godino and Oscar Molina
The paper aims to analyze collective bargaining in the facility management business of these six countries to explore similarities and differences between them. The analysis…
Abstract
Purpose
The paper aims to analyze collective bargaining in the facility management business of these six countries to explore similarities and differences between them. The analysis serves to test the differential impact of the national institutional setting on the protection provided by collective agreements to facility management workers.
Design/methodology/approach
The paper adopts a case study methodology to approach a facility management multinational company providing services in six European countries (France, Italy, The Netherlands, Poland, Spain and the UK) that represent different industrial relations systems with variance in key dimensions of collective bargaining, including its structure, coverage and extension of agreements.
Findings
The extension of the facility management business model has not always adopted a high-road strategy aimed at enhancing the quality and efficiency through the integrated management and delivery of services, which is expected to positively impact employment conditions. Rather, it has, in many cases, been a deliberate, low-road attempt to undercut working standards, taking advantage of the multiple services provided by the company in a context of growing de-centralization in collective bargaining. The results point to an important role of industrial relations institutions in shaping facility management strategies and outcomes.
Originality/value
Similar to other forms of outsourcing, facility management leads to fragmented employment relations. However, the concentration of outsourced workers under the same supplier organization introduces opportunities to ensure the protection of workers, depending on the adoption of a high- or low-road competitive strategy. This paper provides for the first time comparative evidence about industrial relations in facility management businesses, a largely under-researched area.
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David Bogataj, Valerija Rogelj, Marija Bogataj and Eneja Drobež
The purpose of this study is to develop new type of reverse mortgage contract. How to provide adequate services and housing for an increasing number of people that are dependent…
Abstract
Purpose
The purpose of this study is to develop new type of reverse mortgage contract. How to provide adequate services and housing for an increasing number of people that are dependent on the help of others is a crucial question in the European Union (EU). The housing stock in Europe is not fit to support a shift from institutional care to the home-based independent living. Some 90% of houses in the UK and 70%–80% in Germany are not adequately built, as they contain accessibility barriers for people with emerging functional impairments. The available reverse mortgage contracts do not allow for relocation to their own adapted facilities. How to finance the adaptation from housing equity is discussed.
Design/methodology/approach
The authors have extended the existing loan reverse mortgage model. Actuarial methods based on the equivalence of the actuarial present values and the multiple decrement approach are used to evaluate premiums for flexible longevity and lifetime long-term care (LTC) insurance for financing adequate facilities.
Findings
The adequate, age-friendly housing provision that is appropriate to support the independence and autonomy of seniors with declining functional capacities can lower the cost of health care and improve the well-being of older adults. For financing the development of this kind of facilities for seniors, the authors developed the reverse mortgage scheme with embedded longevity and LTC insurance as a possible financial instrument for better LTC services and housing with care in assisted-living facilities. This kind of facilities should be available for the rapid growth of older cohorts.
Research limitations/implications
The numerical example is based on rather crude numbers, because of lack of data, as the developed reverse mortgage product with LTC insurance is a novelty. Intensity of care and probabilities of care in certain category of care will change after the introduction of this product.
Practical implications
The model results indicate that it is possible to successfully tie an insurance product to the insured and not to the object.
Social implications
The introduction of this insurance option will allow many older adult with low pension benefits and a substantial home equity to safely opt for a reverse mortgage and benefit from better social care.
Originality/value
While currently available reverse mortgage contracts lapse when the homeowner moves to assisted-living facilities in any EU Member State, in the paper a new method is developed where multiple adjustments of housing to the functional capacities with relocation is possible, under the same insurance and reverse mortgage contract. The case of Slovenia is presented as a numerical example. These insurance products, as a novelty, are portable, so the homeowner can move in own specialised housing unit in assisted-living facilities and keep the existing reverse mortgage contract with no additional costs, which is not possible in the current insurance products. With some small modifications, the method is useful for any EU Member State.
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This paper aims to examine the factors that affect the quality of healthcare services in the implementation of the National Health Insurance Scheme (NHIS) at the local level in…
Abstract
Purpose
This paper aims to examine the factors that affect the quality of healthcare services in the implementation of the National Health Insurance Scheme (NHIS) at the local level in Ghana from the perspectives of health policy implementers and beneficiaries in public-private organisations.
Design/methodology/approach
This paper has adopted a mixed research method with both qualitative and quantitative data, with in-depth interviews, document analysis and focus groups discussions. A total of 107 participants took part in the interviews and the questionnaire survey.
Findings
The study found that these factors greatly affect the quality of healthcare services from the implementers’ perspectives — referrals, effectiveness in monitoring, timeliness, efficiency, reimbursement, compliance with standard guidelines of Ghana Health Service (GHS) and accreditation process. For the beneficiaries, three healthcare services factors are important, including medical consultations, diagnostic services and the supply of drugs and medicines. Some other factors are found to be the least prioritized healthcare services, namely the issuance of prescription forms, verification of identification (ID) cards and staff attitude. However, the study found that implementers and beneficiaries exhibited a mixed reaction (perspectives) on accessing some healthcare services. In some healthcare services where the implementers perceived that beneficiaries have more access to such services, the beneficiaries think otherwise, an irony in the perspectives of the two actors.
Originality/value
This paper adds to the extant literature on the perspectives of policy implementers and beneficiaries on factors that affect the quality of healthcare services in general and specifically on the implementation of NHIS in Ghana with the public-private dimension.
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Precious Agbeko D. Mattah, Albert Justice Kwarteng and Justice Mensah
The purpose of this paper is to explore the indicators of service quality from the perspective of graduating students in a public university in Ghana. The identified indicators of…
Abstract
Purpose
The purpose of this paper is to explore the indicators of service quality from the perspective of graduating students in a public university in Ghana. The identified indicators of service quality were rated and the extent of satisfaction among the students was determined. Another issue explored was whether the satisfaction among the respondents inures to their loyalty to the university.
Design/methodology/approach
A questionnaire was designed, pre-tested and administered to 500 graduating students, and 482 of them were returned for analyses. Principal component analysis was used to determine the indicators of service quality. Independent sample t-test and z-test for proportions were used to compare mean scores and proportions of respondents on various variables, respectively.
Findings
The results revealed three indicators of service quality which include quality of academic services and facilities, quality of lecturers and quality of academic programs. Graduands were satisfied with academic services, lecturers and programs. They were, however, not satisfied with the quality of facilities. Majority of the respondents will remain associated with the university as a result of their satisfaction with the services, lecturers as well as programs of the university. It is recommended that the university works assiduously on improving infrastructural facilities to help boost the confidence of the students in the university.
Originality/value
This paper argues that what constitutes quality service vary from one academic institution to the other. It is, therefore, needful for institutions to determine from the perspective of their students what may indicate quality service.
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Md. Nazmul Haque, Mustafa Saroar, Md. Abdul Fattah, Syed Riad Morshed and Nuzhat Fatema
This paper aims to assess the progress in the provision of basic services in urban slums in Bangladesh during the transition period of millennium development goals (MDGs) to…
Abstract
Purpose
This paper aims to assess the progress in the provision of basic services in urban slums in Bangladesh during the transition period of millennium development goals (MDGs) to sustainable development goals (SDGs).
Design/methodology/approach
The study used a mixed method of research. The empirical part of the research was conducted in three Blocks of Rupsha slum in Khulna city. Randomly selected 120 households were interviewed through a structured questionnaire; three focus group discussion sessions (FGDs) were also conducted. Progress in the slum residents’ access to basic services during the transition from MDGs to SDGs is tacked based on primary data. The User Satisfaction Index (USI) and Network Analysis tools in ArcGIS are used to identify the gaps in service provision.
Findings
Findings show that a very significant proportion of families (56.67%) encounter an acute level of difficulties to gain smooth access to water services. About 89% of respondents have only access to a common or shared toilet facility where one common toilet is used by 20–25 persons. About 31% of families are unable to send their children to primary school even after four years of the adoption of SDGs. Achievements in most indicators of basic services in the slum are in general lower than the national level. Moreover, there exists spatial variability within the same slum. After four years of the transition from MDGs to SDGs, most of the services are poorly satisfying the residents of the Rupsha slum, and water service provision is in worse condition. The findings of this study have unveiled that while achievement in target areas is appreciable at the macro level, at the micro-level; however, good achievement in the provision of few basic services in the low-income settlement is more rhetoric than reality. Therefore, a lot more work needs to be done during the SDG phase to give the slum residents a decent quality of life as they have missed the MDGs’ train.
Originality/value
Study single-out works need to be done during the SDGs phase to give the slum residents a decent quality of life as they have missed the MDGs’ train.
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Jonesmus Mutua Wambua, Regina Mbayaki, Paul Musya Munyao, Mark Mugo Kabue, Rose Mulindi, Patrick Mose Change, Rudia Ikamati, Ruth Jahonga, Rachel Ambalu, Wamae Maranga and Mildred Mudany
In Kenya, gaps exist in health service provision to slum residents, especially service availability and access to quality care. There is also little information on the health…
Abstract
Purpose
In Kenya, gaps exist in health service provision to slum residents, especially service availability and access to quality care. There is also little information on the health status of people living in slums other than in Nairobi. The purpose of this paper is to generate evidence for use in designing interventions to improve health services in four mid-sized slums in Embu, Nyeri and Thika, Kenya.
Design/methodology/approach
A cross-sectional survey of clients receiving services in health facilities was conducted in the targeted slums. Data were collected through face-to-face interviews. Factor scores were generated using the Rasch model; simple and multivariate logistic regression analyses were done using the R statistical software.
Findings
Overall, 81 per cent of the 203 participants reported being satisfied with health services. Most clients (89 per cent) reported that health facility staff greeted them warmly; 82 per cent said their consultation was private. The facility type, waiting time and client experience with service providers determined their satisfaction (p < 0.05).
Practical implications
Healthcare managers can improve client satisfaction levels by understanding the client flow in their facilities and addressing causes of client dissatisfaction, such as long waiting times, while at the same time promoting facilitating factors.
Originality/value
The authors use latent variable modelling to compute client satisfaction scores, which were dichotomised into two categories and fitted into a logistic regression model to identify factors that influence client satisfaction. Health facility clients in the four slums are satisfied with services and have confidence the providers will serve them in a friendly and professional manner that promotes respect and quality care. The paper recommend healthcare managers in similar settings carry out client flow analysis and institute remedial measures to address long waiting times. Qualitative studies are recommended to determine the reasons behind the high satisfaction levels reported in this study.
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Dinah Koteikor Baidoo and Williams E. Nwagwu
This study assessed the technology readiness of library commons in selected universities in Ghana from the perspectives of both clients and service providers.
Abstract
Purpose
This study assessed the technology readiness of library commons in selected universities in Ghana from the perspectives of both clients and service providers.
Design/methodology/approach
A sample survey research design was used to carry out the study, and the study consisted of quantitative and qualitative approaches. The data were collected from 157 of the 430 commons’ users and six library directors/commons librarians, using a questionnaire and an interview schedule respectively. The quantitative data were analysed using descriptive statistics and inferential analysis with SPSS Ver. 22, and structural equation modelling with AMOS Ver. 23.
Findings
The study found significant relationships between the availability of learning resources and users' experience, use and satisfaction with the commons. Additionally, there were significant relationships between the readiness of the commons, users' perceptions and their satisfaction levels. The library/commons managers identified key preparedness issues, including inadequate planning and poor space allocation. Furthermore, the study revealed negative feelings among library/commons managers, such as insecurity, resistance and low confidence.
Practical implications
The academic libraries in Ghana should evaluate their commons following the findings of this study, and use other readiness implementation tools to identify and address the gaps in their implementation of the commons.
Originality/value
This study was based on the opinions of the users and operators of the commons and focused primarily on technology-related factors. However, it is essential to evaluate other readiness factors, such as change and services, and institutional factors, using frameworks such as Hess and Ostrom’s (2005) Institutional Development Framework, to provide complementary results that can guide better implementation of the commons and improve the quality of services.
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Shabir Ahmed Wani, Ali Asgar and Manjulika Srivastava
This paper presents the features and relevance of open distance learning in the context of the socio-economic conditions of people living in the Union Territory of Jammu and…
Abstract
Purpose
This paper presents the features and relevance of open distance learning in the context of the socio-economic conditions of people living in the Union Territory of Jammu and Kashmir (J&K) in India. Although the primary purpose of the present study was to ascertain the effectiveness of the learner support services (LSSs) and different facilities offered by the open distance learning (ODL) institutions in that specific region. On the basis of these findings, few suggestions are made for the improvement in the support services, in order to make the ODL system more responsive to the area-specific needs of the learners, especially those residing in inaccessible areas such as J&K.
Design/methodology/approach
A survey-based descriptive methodology was applied to conduct this study. The data extracted from primary and secondary sources were analysed to reach certain conclusions. In total, 1,200 distance learners constituted the sample of the research. A semi-structured questionnaire was designed and distributed amongst learners and academics in the region to obtain their feedback and opinion on different aspects of support services and facilities offered to ODL learners.
Findings
Results of the study revealed that overall, the LSSs were satisfactory on different parameters, although they slightly varied from institution to institution. However, there was still scope for improvement in certain areas, where institutions further need to make serious efforts to address the identified gaps for improving the LSS and make teaching-learning more learner-centric in view of their specific requirements and local circumstances of J&K.
Research limitations/implications
The present study focusses on presenting an overview of the only major components of LSS offered by ODL institutions and covers six distance education institutions (DEIs) located in different geographical locations within the limited jurisdiction of J&K. There is still scope to make focused (institution-wise) studies in a more specific situation and context to ascertain the problems in a more realistic way.
Practical implications
Although the study has been conducted in a specific territory of J&K, the findings reported in the paper may be equally useful for the other ODL institutions with similar characteristics or located in similar geographical locations, as support services are essential common components of institutions offering distance education programmes or courses.
Originality/value
The study is original research work conducted in the specific context of J&K, and its findings are based on the primary and secondary data collected from learners and other stakeholders of the selected ODL institutions. This work may be significant for the DEIs of J&K to get familiar with the essential components of LSS and develop a mechanism to further improve the academic and administrative support services for distance learners.
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Po-Hsing Tseng and Tsz Leung Yip
Cruise tourism is the fastest-growing segment of the shipping and port industry. This study aims to develop an analytic model to assess the key criteria and sub-criteria…
Abstract
Purpose
Cruise tourism is the fastest-growing segment of the shipping and port industry. This study aims to develop an analytic model to assess the key criteria and sub-criteria influencing four cruise port's development in Taiwan.
Design/methodology/approach
Based on the literature review, four criteria and 13 sub-criteria are developed and analysed by fuzzy analytic hierarchy process (FAHP). Four cruise ports include Kaohsiung, Keelung, Taichung and Hualien ports. The 26 relevant field experts (including cruise operators, governmental officials and academics) were invited to provide information for assessing the sub-criteria in the model.
Findings
The results indicate that port infrastructure and facilities are the most important criterion, followed by port-city development plans, port geography and climate and port regulations and services. In addition, the three most important sub-criteria overall are the onshore tourism programme, the city’s historical and cultural features and the green port hinterland transport system. Also, Keelung port is ranked as the best port, followed by Kaohsiung, Taichung and Hualien.
Originality/value
As Asia is an important cruise market in the world (ranked as third) and passenger number in Taiwan has achieved the top two in Asia, denoting Taiwan is a good market to develop an evaluation model of cruise ports. The findings present a holistic picture of the relative importance of the various criteria associated with cruise port development and raise issues related to cruise port marketing and the economic and environmental sustainability of ports and their hinterlands.
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