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Customer satisfaction in the management of public office buildings: evidence from Malaysia

Mohd Isa, Zailan and Ismail, Maziah Customer satisfaction in the management of public office buildings: evidence from Malaysia. In: International Real Estate Research Symposium (IRERS) 2006, 11-13 April 2006, Kuala Lumpur.


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This paper presents findings on critical success factors (CSFs) and key performance indicators (KPIs) from the customer perspective in the management of public office buildings. The study applies the five dimensions under the Service Quality (SERVQUAL) model as the CSFs in achieving the property management strategy and property objectives of public organisations. The dimensions of tangibility, reliability, responsiveness, assurance, and empathy form the basis for the identification of KPIs. The study focuses on in-house property management teams that managed their public office buildings as operational properties in the study area of Kuala Lumpur. The research employs multi cases study approach and applies personally administrated questionnaire surveys as data collection instrument. Descriptive statistics are employed to retrieve the inclination of the respondents to the subjected answers in the survey questionnaires and factor analysis technique is used to investigate the cluster of multivariate relationships that existed between KPIs in property management. The findings show that the staffs of the selected office buildings consider seven CSFs and 23 KPIs.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: property management; office buildings; performance measurement; service quality (SERVQUAL) model; Critical Success Factors (CSFs); Key Performance Indicators (KPIs); customer satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > HD59-59.6 Public relations. Industrial publicity
Depositing User: Normajihan Abd. Rahman
Date Deposited: 07 Nov 2012 04:21
Last Modified: 07 Nov 2012 04:21
URI: http://eprints.uthm.edu.my/id/eprint/2630
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