Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management

Service quality expectation gap is a prominent issue in property maintenance and management (PMM) outsourcing sector. Numerous studies were conducted in examining outsourcing service quality from the perspective of clients, while very limited studies were looking at the perspective of service provid...

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التفاصيل البيبلوغرافية
المؤلف الرئيسي:	Lee, Chin Sheng
التنسيق:	أطروحة
اللغة:	English English English
منشور في:	2016
الموضوعات:	HD Industries Land use Labor HD101-1395.5 Land use Land tenure
الوصول للمادة أونلاين:	http://eprints.uthm.edu.my/10031/2/24p%20LEE%20CHIN%20SHENG.pdf http://eprints.uthm.edu.my/10031/1/LEE%20CHIN%20SHENG%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/10031/3/LEE%20CHIN%20SHENG%20WATERMARK.pdf
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spelling	my-uthm-ep.100312023-10-01T02:07:04Z Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management 2016-06 Lee, Chin Sheng HD Industries. Land use. Labor HD101-1395.5 Land use Land tenure Service quality expectation gap is a prominent issue in property maintenance and management (PMM) outsourcing sector. Numerous studies were conducted in examining outsourcing service quality from the perspective of clients, while very limited studies were looking at the perspective of service providers. In addition, no research was found that focus on PMM outsourcing service quality. Current problem of PMM outsourcing service quality expectations mismatch between service providers and clients has caused increasing clients' dissatisfactions and may hinder the development of PMM outsourcing as a strategic sourcing method. This study aims to determine and analyse expectation gap on service quality between service providers and clients. Theory adopted for this study was based on agency theory. Such theory was being expanded to reflect the problems exist between outsourcing service providers and clients. The study employed two research methods: questionnaire survey and semi-structured interview. The findings of this study indicated that the expectations gap exists in PMM outsourcing service quality. The analyses of questionnaire surveys clearly reflected that the expectations gap between service providers and clients were minor. The analyses on the following semi-structured interviews similarly suggested that the expectations gap between both groups were relatively minor. However, the motivations behind both groups in their expectations towards PMM outsourcing service quality were considerably different due to the dissimilar responsibilities and risk acceptance level in PMM outsourcing 2016-06 Thesis http://eprints.uthm.edu.my/10031/ http://eprints.uthm.edu.my/10031/2/24p%20LEE%20CHIN%20SHENG.pdf text en public http://eprints.uthm.edu.my/10031/1/LEE%20CHIN%20SHENG%20COPYRIGHT%20DECLARATION.pdf text en staffonly http://eprints.uthm.edu.my/10031/3/LEE%20CHIN%20SHENG%20WATERMARK.pdf text en validuser phd doctoral Universiti Tun Hussein Onn Malaysia Fakulti Pengurusan Teknologi dan Perniagaan
institution	Universiti Tun Hussein Onn Malaysia
collection	UTHM Institutional Repository
language	English English English
topic	HD Industries Land use Labor HD101-1395.5 Land use Land tenure
spellingShingle	HD Industries Land use Labor HD101-1395.5 Land use Land tenure Lee, Chin Sheng Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management
description	Service quality expectation gap is a prominent issue in property maintenance and management (PMM) outsourcing sector. Numerous studies were conducted in examining outsourcing service quality from the perspective of clients, while very limited studies were looking at the perspective of service providers. In addition, no research was found that focus on PMM outsourcing service quality. Current problem of PMM outsourcing service quality expectations mismatch between service providers and clients has caused increasing clients' dissatisfactions and may hinder the development of PMM outsourcing as a strategic sourcing method. This study aims to determine and analyse expectation gap on service quality between service providers and clients. Theory adopted for this study was based on agency theory. Such theory was being expanded to reflect the problems exist between outsourcing service providers and clients. The study employed two research methods: questionnaire survey and semi-structured interview. The findings of this study indicated that the expectations gap exists in PMM outsourcing service quality. The analyses of questionnaire surveys clearly reflected that the expectations gap between service providers and clients were minor. The analyses on the following semi-structured interviews similarly suggested that the expectations gap between both groups were relatively minor. However, the motivations behind both groups in their expectations towards PMM outsourcing service quality were considerably different due to the dissimilar responsibilities and risk acceptance level in PMM outsourcing
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Lee, Chin Sheng
author_facet	Lee, Chin Sheng
author_sort	Lee, Chin Sheng
title	Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management
title_short	Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management
title_full	Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management
title_fullStr	Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management
title_full_unstemmed	Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management
title_sort	outqual instrument for measuring expectation gap of outsourcing service quality in property maintenance and management
granting_institution	Universiti Tun Hussein Onn Malaysia
granting_department	Fakulti Pengurusan Teknologi dan Perniagaan
publishDate	2016
url	http://eprints.uthm.edu.my/10031/2/24p%20LEE%20CHIN%20SHENG.pdf http://eprints.uthm.edu.my/10031/1/LEE%20CHIN%20SHENG%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/10031/3/LEE%20CHIN%20SHENG%20WATERMARK.pdf
_version_	1783728957838852096

Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management

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