Customer satisfaction towards the facilities management services at the Plaza Merdeka Shopping Mall Kuching

Shopping centers industry has grown considerable in Malaysia. Nevertheless, the growth is not only seen in the numbers of shopping centers development but also in the size and format. Today, this sector is identified as a major contributor to the Malaysia economy. Moreover, the success or failure of...

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Main Author:	Awang Yunus, Awang Ihsan
Format:	Thesis
Language:	English
Published:	2013
Subjects:	TA Engineering (General) Civil engineering (General)
Online Access:	http://eprints.utm.my/id/eprint/78115/1/AwangIhsanAwangYunusMFKA20131.pdf
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id	my-utm-ep.78115
record_format	uketd_dc
spelling	my-utm-ep.781152018-07-25T08:17:35Z Customer satisfaction towards the facilities management services at the Plaza Merdeka Shopping Mall Kuching 2013-06 Awang Yunus, Awang Ihsan TA Engineering (General). Civil engineering (General) Shopping centers industry has grown considerable in Malaysia. Nevertheless, the growth is not only seen in the numbers of shopping centers development but also in the size and format. Today, this sector is identified as a major contributor to the Malaysia economy. Moreover, the success or failure of shopping centers depends on many factors; but the customer satisfaction is one of the factors considered vital to its success. Consequently, it is important to understand the level of customer satisfaction towards shopping centers and how facilities management can add value to the management of shopping centre. The aim of the study is to evaluate customer satisfaction towards Facilities Management (FM) services at shopping mall. The data was collected through the literature study, questionnaire survey and also interviews from the shopping mall management. 50 questionnaires was distributed and 45 were returned duly answered by the respondents on the survey conducted According to the findings, Building Operation and Maintenance has the highest average index of customer satisfaction level with 3.8 or 22%. Based on the analysis, suggested improvements were recommended. As a conclusion, the 3 objectives were achieved and recommendations for future study were suggested. 2013-06 Thesis http://eprints.utm.my/id/eprint/78115/ http://eprints.utm.my/id/eprint/78115/1/AwangIhsanAwangYunusMFKA20131.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:78614 masters Universiti Teknologi Malaysia, Faculty of Civil Engineering Faculty of Civil Engineering
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	TA Engineering (General) Civil engineering (General)
spellingShingle	TA Engineering (General) Civil engineering (General) Awang Yunus, Awang Ihsan Customer satisfaction towards the facilities management services at the Plaza Merdeka Shopping Mall Kuching
description	Shopping centers industry has grown considerable in Malaysia. Nevertheless, the growth is not only seen in the numbers of shopping centers development but also in the size and format. Today, this sector is identified as a major contributor to the Malaysia economy. Moreover, the success or failure of shopping centers depends on many factors; but the customer satisfaction is one of the factors considered vital to its success. Consequently, it is important to understand the level of customer satisfaction towards shopping centers and how facilities management can add value to the management of shopping centre. The aim of the study is to evaluate customer satisfaction towards Facilities Management (FM) services at shopping mall. The data was collected through the literature study, questionnaire survey and also interviews from the shopping mall management. 50 questionnaires was distributed and 45 were returned duly answered by the respondents on the survey conducted According to the findings, Building Operation and Maintenance has the highest average index of customer satisfaction level with 3.8 or 22%. Based on the analysis, suggested improvements were recommended. As a conclusion, the 3 objectives were achieved and recommendations for future study were suggested.
format	Thesis
qualification_level	Master's degree
author	Awang Yunus, Awang Ihsan
author_facet	Awang Yunus, Awang Ihsan
author_sort	Awang Yunus, Awang Ihsan
title	Customer satisfaction towards the facilities management services at the Plaza Merdeka Shopping Mall Kuching
title_short	Customer satisfaction towards the facilities management services at the Plaza Merdeka Shopping Mall Kuching
title_full	Customer satisfaction towards the facilities management services at the Plaza Merdeka Shopping Mall Kuching
title_fullStr	Customer satisfaction towards the facilities management services at the Plaza Merdeka Shopping Mall Kuching
title_full_unstemmed	Customer satisfaction towards the facilities management services at the Plaza Merdeka Shopping Mall Kuching
title_sort	customer satisfaction towards the facilities management services at the plaza merdeka shopping mall kuching
granting_institution	Universiti Teknologi Malaysia, Faculty of Civil Engineering
granting_department	Faculty of Civil Engineering
publishDate	2013
url	http://eprints.utm.my/id/eprint/78115/1/AwangIhsanAwangYunusMFKA20131.pdf
_version_	1747817910661808128

Customer satisfaction towards the facilities management services at the Plaza Merdeka Shopping Mall Kuching

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