Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti

Service Level Agreement (SLA) is document which specify the level of services. In facilities management context, SLA is both a process and a document. The service level agreement process involves the customer and service provider agreeing on suitable targets for particular services. Fulfil the user...

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Main Author:	Ismail, Ediamin
Format:	Thesis
Language:	English
Published:	2010
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/26815/1/EdiaminbinismailMFGHT2010.pdf
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id	my-utm-ep.26815
record_format	uketd_dc
spelling	my-utm-ep.268152017-06-15T07:55:14Z Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti 2010 Ismail, Ediamin HD28 Management. Industrial Management Service Level Agreement (SLA) is document which specify the level of services. In facilities management context, SLA is both a process and a document. The service level agreement process involves the customer and service provider agreeing on suitable targets for particular services. Fulfil the user requirement and measurement for performances are the main attributes for good SLA. The existence of gap between service levels and user’s satisfaction has been identified by JKR’s management level in Facilities Management Contract in JKR. The main objective of this study is to identify the weakness of implementation and development of SLA become a factor which create the gap between service level and user’s satisfaction. The scope of this study is within Facilities Management Contract in JKR building complex. The informations are collected by questionnaires and analysed through computer’s statistic package. The result shows that improper SLA’s development process become a factor which contributes to the gap. However the implementation of SLA is not a factor and was carried out according to the scope of contract by Service Provider. Closing and eliminating the gap in facilities management is crucial issue, so the study to identify the factors which contribute to the gap between the service level and user’s satisfaction is proposed. This study is useful to the organisations and facilities managers in order to provide the quality service in facilities management. 2010 Thesis http://eprints.utm.my/id/eprint/26815/ http://eprints.utm.my/id/eprint/26815/1/EdiaminbinismailMFGHT2010.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:83303?queryType=vitalDismax&query=+Kajian+punca+berlakunya+jurang+persepsi+di+antara+pengguna+dan+penyedia+perkhidmatan+dalam+kontrak+pengurusan+fasiliti+&public=true masters Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate Faculty of Geoinformation and Real Estate
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Ismail, Ediamin Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti
description	Service Level Agreement (SLA) is document which specify the level of services. In facilities management context, SLA is both a process and a document. The service level agreement process involves the customer and service provider agreeing on suitable targets for particular services. Fulfil the user requirement and measurement for performances are the main attributes for good SLA. The existence of gap between service levels and user’s satisfaction has been identified by JKR’s management level in Facilities Management Contract in JKR. The main objective of this study is to identify the weakness of implementation and development of SLA become a factor which create the gap between service level and user’s satisfaction. The scope of this study is within Facilities Management Contract in JKR building complex. The informations are collected by questionnaires and analysed through computer’s statistic package. The result shows that improper SLA’s development process become a factor which contributes to the gap. However the implementation of SLA is not a factor and was carried out according to the scope of contract by Service Provider. Closing and eliminating the gap in facilities management is crucial issue, so the study to identify the factors which contribute to the gap between the service level and user’s satisfaction is proposed. This study is useful to the organisations and facilities managers in order to provide the quality service in facilities management.
format	Thesis
qualification_level	Master's degree
author	Ismail, Ediamin
author_facet	Ismail, Ediamin
author_sort	Ismail, Ediamin
title	Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti
title_short	Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti
title_full	Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti
title_fullStr	Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti
title_full_unstemmed	Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti
title_sort	kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti
granting_institution	Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate
granting_department	Faculty of Geoinformation and Real Estate
publishDate	2010
url	http://eprints.utm.my/id/eprint/26815/1/EdiaminbinismailMFGHT2010.pdf
_version_	1747815517628923904

Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti

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