TY - JOUR
T1 - FM-SERVQUAL : a new approach of service quality measurement framework in local authorities
AU - Kwun, S. Y.
AU - Ismail, Maziah
AU - Newell, Graeme
PY - 2008
Y1 - 2008
N2 - The purpose of this paper is to evaluate the quality of services provided by local authorities (LA) to the public. An FM-SERVQUAL instrument was developed to meet an appropriate measurement of such services. The development of FM-SERVQUAL based on integrated facility management (FM) framework. It involved measurements of 40 elements of human capital components, property, technology and ICT, and working processes of Johor Bahru City Council which is one of the major cities in Malaysia. Primarily, two phases of data collection were carried out, of which 100 and 191 respondents were involved during the first and second phases, respectively. The study revealed that, five elements in technology and ICT and six elements of property which were identified below the service quality level. On the other hand, 29 elements of other services were achieved with minimum quality level. The LA executives recognized FM-SERVQUAL, as it is very useful to measure the service delivery performance of their organization.
AB - The purpose of this paper is to evaluate the quality of services provided by local authorities (LA) to the public. An FM-SERVQUAL instrument was developed to meet an appropriate measurement of such services. The development of FM-SERVQUAL based on integrated facility management (FM) framework. It involved measurements of 40 elements of human capital components, property, technology and ICT, and working processes of Johor Bahru City Council which is one of the major cities in Malaysia. Primarily, two phases of data collection were carried out, of which 100 and 191 respondents were involved during the first and second phases, respectively. The study revealed that, five elements in technology and ICT and six elements of property which were identified below the service quality level. On the other hand, 29 elements of other services were achieved with minimum quality level. The LA executives recognized FM-SERVQUAL, as it is very useful to measure the service delivery performance of their organization.
KW - Malaysia
KW - customer services
KW - local government
KW - public
KW - service quality
KW - total quality management
UR - http://handle.uws.edu.au:8081/1959.7/488147
UR - http://proquest.umi.com/pqdweb?did=1799493091&sid=1&Fmt=4&clientId=8429&RQT=309&VName=PQD
M3 - Article
SN - 1463-001X
JO - Journal of Corporate Real Estate
JF - Journal of Corporate Real Estate
ER -
