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Gap analysis on expectation of service quality in the outsourcing strategy of property maintenance and management context

Lee, Ching Sheng and David , Martin (2013) Gap analysis on expectation of service quality in the outsourcing strategy of property maintenance and management context. In: 1st FPTP Postgraduate Seminar 2013, 23 December 2013, Fakulti Pengurusan Teknologi dan Perniagaan, UTHM .

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Abstract

In this paper an investigation and analysis of expectation gaps on service quality for property maintenance and management (PMM) outsourcing strategy are reported. In particular, the proposed OUTQUAL model with 13 identified service quality criteria was put forward and divided into two sub criteria for each to examine the expectation gaps of service providers and clients towards the significance of each sub criteria. Result shows small gaps between the expectations of both service provider and client groups and depict the extent of improvement needed by service provider to fully achieve service quality level expected by the client in PMM outsource services delivery.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: outsourcing procurement strategy; property maintenance and management; outsourcing service quality, agency theory
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Technology Management and Business > Department of Real Estate Management
Depositing User: Normajihan Abd. Rahman
Date Deposited: 01 Sep 2014 04:08
Last Modified: 01 Sep 2014 04:08
URI: http://eprints.uthm.edu.my/id/eprint/5803
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