Service quality of facilities management based on users’ expectation and perception in residential community

In recent years, the increasing amount of facilities management companies and residential communities has raise together with the complaint rate that concerning the quality of service in facilities management. The same situation occurred in Dragon Spring Residential Community in Shijiazhuang, China....

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Main Author:	Li, Yimeng
Format:	Thesis
Language:	English
Published:	2013
Subjects:	HD1394-1394.5 Real estate management
Online Access:	http://eprints.utm.my/id/eprint/78177/1/LiYimengMFGHT20131.pdf
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spelling	my-utm-ep.781772018-07-25T08:19:09Z Service quality of facilities management based on users’ expectation and perception in residential community 2013 Li, Yimeng HD1394-1394.5 Real estate management In recent years, the increasing amount of facilities management companies and residential communities has raise together with the complaint rate that concerning the quality of service in facilities management. The same situation occurred in Dragon Spring Residential Community in Shijiazhuang, China. Consequently, this study was conducted to analysis the service quality of facilities management based on the residents‟ expectation and perception in Dragon Spring Residential Community. The objectives of this study are (1) to identify the service level based on the residents‟ expectations and their perceptions and (2) to identify the factors which can influence the service quality. Questionnaires were distributed to a residential community in Shijiazhuang of Hebei Province, China. A total of 105 residents from Dragon Spring Residential Community were randomly selected to be the respondents of the study. Five dimensions included 22 items of measure service quality were named: reliability, assurance, empathy, responsiveness and tangible. In this study, the descriptive analysis, gap analysis and Kruskal-Wallis Test were used to analyze the data. This study found that the residents are dissatisfied with the service quality level provided by the FM Company because the entire gap between residents‟ expectation and perception which is negative, and there is significant positive relationship between service quality, as well as the gender and age factors (p﹤0.05). At the end of this study, some recommendation was suggested to the FM Company and guided them to improve the service quality. 2013 Thesis http://eprints.utm.my/id/eprint/78177/ http://eprints.utm.my/id/eprint/78177/1/LiYimengMFGHT20131.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:79439 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	HD1394-1394.5 Real estate management
spellingShingle	HD1394-1394.5 Real estate management Li, Yimeng Service quality of facilities management based on users’ expectation and perception in residential community
description	In recent years, the increasing amount of facilities management companies and residential communities has raise together with the complaint rate that concerning the quality of service in facilities management. The same situation occurred in Dragon Spring Residential Community in Shijiazhuang, China. Consequently, this study was conducted to analysis the service quality of facilities management based on the residents‟ expectation and perception in Dragon Spring Residential Community. The objectives of this study are (1) to identify the service level based on the residents‟ expectations and their perceptions and (2) to identify the factors which can influence the service quality. Questionnaires were distributed to a residential community in Shijiazhuang of Hebei Province, China. A total of 105 residents from Dragon Spring Residential Community were randomly selected to be the respondents of the study. Five dimensions included 22 items of measure service quality were named: reliability, assurance, empathy, responsiveness and tangible. In this study, the descriptive analysis, gap analysis and Kruskal-Wallis Test were used to analyze the data. This study found that the residents are dissatisfied with the service quality level provided by the FM Company because the entire gap between residents‟ expectation and perception which is negative, and there is significant positive relationship between service quality, as well as the gender and age factors (p﹤0.05). At the end of this study, some recommendation was suggested to the FM Company and guided them to improve the service quality.
format	Thesis
qualification_level	Master's degree
author	Li, Yimeng
author_facet	Li, Yimeng
author_sort	Li, Yimeng
title	Service quality of facilities management based on users’ expectation and perception in residential community
title_short	Service quality of facilities management based on users’ expectation and perception in residential community
title_full	Service quality of facilities management based on users’ expectation and perception in residential community
title_fullStr	Service quality of facilities management based on users’ expectation and perception in residential community
title_full_unstemmed	Service quality of facilities management based on users’ expectation and perception in residential community
title_sort	service quality of facilities management based on users’ expectation and perception in residential community
granting_institution	Universiti Teknologi Malaysia, Faculty of Geoinformation and real estate
granting_department	Faculty of Geoinformation and real estate
publishDate	2013
url	http://eprints.utm.my/id/eprint/78177/1/LiYimengMFGHT20131.pdf
_version_	1747817925866160128

Service quality of facilities management based on users’ expectation and perception in residential community

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