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Fm-servqual: A new approach of service quality measurement framework in local authorities

Wan Yusoff, Wan Zahari and Ismail, Maziah (2008) Fm-servqual: A new approach of service quality measurement framework in local authorities. Journal of Corporate Real Estate, 10 (2).


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The issue of efficient delivery system in Local Authorities (LAs) becomes the main focus for the Malaysian government. This involves the Facility Management that coordinates the management of human capital, premises, technology and working processes in LAs. The role of LAs in providing various services in the rapid changes of environment, contributes to the complexities of the LAs functions. At the same time, the society demands a set of high quality services, thus making the functions of LAs becomes more challenging. The purpose of this paper is to measure Service Quality in local authorities through development of instrument of FM-SERVQUAL. Basically, Service Quality is an abstract and elusive phenomenon due to its characteristics; intangibility, heterogeneity and inseparability between process and output. These characteristics causes Service Quality standard difficult to measure and evaluate. In evaluating service quality, FM-SERVQUAL instrument has been developed based on Integrated Facility Management Framework which involves the measurement of 40 elements of components of human capital, premises management, technology and ICT and working processes. This study involves Johor Bahru City Council as a case study. Two phases of data collection is carried out. In the first phase, 100 respondents were involved while in the second phase, 191 respondents were involved. From the analysis, it showed that, five (5) elements in management of technology and ICT and six (6) elements of property management were below the Service Quality level. Meanwhile, most of the elements of other services were at minimum quality level. Therefore, the FM-SERVQUAL instrument under the Integrated Facility Management Framework, which was developed through an empirical basis, is able to measure Service Quality in such complexities LAs environment. Besides as an effective diagnostic tool in identifying a lacking quality element of services, FM-SERVQUAL a/so serves as an essential gauge in policy formulation and future planning of an organization.

Item Type: Article
Uncontrolled Keywords: facilities management, local authority, service quality
Subjects: T Technology > TS Manufactures > TS155-194 Production management. Operations management
Divisions: Faculty of Technology Management and Business > Department of Real Estate Management
Depositing User: M.Iqbal Zainal A
Date Deposited: 04 Oct 2011 03:21
Last Modified: 04 Oct 2011 03:21
URI: http://eprints.uthm.edu.my/id/eprint/1844
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