Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia

Service Level Agreements (SLA) are contracts based on performance used in outsourcing facilities management as governance document. In contrast to previous research found SLA focused mostly on the field of information technology, this research focus on facility management to determine the service pe...

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Main Author:	Mohamed, Armai
Format:	Thesis
Language:	English
Published:	2018
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/81868/1/ArmaiMohamedPFAB2018.pdf
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id	my-utm-ep.81868
record_format	uketd_dc
spelling	my-utm-ep.818682019-09-29T10:54:12Z Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia 2018-08 Mohamed, Armai HD28 Management. Industrial Management Service Level Agreements (SLA) are contracts based on performance used in outsourcing facilities management as governance document. In contrast to previous research found SLA focused mostly on the field of information technology, this research focus on facility management to determine the service performance of the appointed contractor. The objectives of this research are to develop the fundamental elements of SLA, to evaluate the effect of these fundamental elements on service performance and lastly to establish the SLA model. Respondents in this study have been chosen among public university in Malaysia. Samples are taken from the university's property management office outsourcing contract to manage the university facility management. Questionnaires were sent to the officer who responsible for facility management outsourcing contract. Development of fundamental elements begin with the method of a systematic literature review and restructured by using Fuzzy Delphi to get expert consensus in building the fundamental elements of SLA. Four fundamental elements consist of the contract information, measurement of service performance, cost of the contract and lastly the terms and conditions of the agreement. In addition, there are ten service performance indicators comprises of customer satisfaction, cost effectiveness, action time period, response time period, reliability of service provided, environmental compliance, employee commitment, client relationship with service provider, health and safety of users and employees and the latter is the use of information technology. Data were analysed by employed Partial Least Square (PLS) Structural Equation Model (SEM) with software SmartPLS version 3.0. The result shows that SLA model developed two fundamental elements that have relationship with service performance namely measurement service performance and terms and conditions of agreement. This SLA model indicates that the measurement of service performance is very important to control and evaluate the performance of the services provided by the contractor. While the terms and conditions of the agreement is aimed to control a contractual governance that affects the performance of the service. 2018-08 Thesis http://eprints.utm.my/id/eprint/81868/ http://eprints.utm.my/id/eprint/81868/1/ArmaiMohamedPFAB2018.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:126579 phd doctoral Universiti Teknologi Malaysia, Faculty of Built Environment Faculty of Built Environment
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Mohamed, Armai Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia
description	Service Level Agreements (SLA) are contracts based on performance used in outsourcing facilities management as governance document. In contrast to previous research found SLA focused mostly on the field of information technology, this research focus on facility management to determine the service performance of the appointed contractor. The objectives of this research are to develop the fundamental elements of SLA, to evaluate the effect of these fundamental elements on service performance and lastly to establish the SLA model. Respondents in this study have been chosen among public university in Malaysia. Samples are taken from the university's property management office outsourcing contract to manage the university facility management. Questionnaires were sent to the officer who responsible for facility management outsourcing contract. Development of fundamental elements begin with the method of a systematic literature review and restructured by using Fuzzy Delphi to get expert consensus in building the fundamental elements of SLA. Four fundamental elements consist of the contract information, measurement of service performance, cost of the contract and lastly the terms and conditions of the agreement. In addition, there are ten service performance indicators comprises of customer satisfaction, cost effectiveness, action time period, response time period, reliability of service provided, environmental compliance, employee commitment, client relationship with service provider, health and safety of users and employees and the latter is the use of information technology. Data were analysed by employed Partial Least Square (PLS) Structural Equation Model (SEM) with software SmartPLS version 3.0. The result shows that SLA model developed two fundamental elements that have relationship with service performance namely measurement service performance and terms and conditions of agreement. This SLA model indicates that the measurement of service performance is very important to control and evaluate the performance of the services provided by the contractor. While the terms and conditions of the agreement is aimed to control a contractual governance that affects the performance of the service.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Mohamed, Armai
author_facet	Mohamed, Armai
author_sort	Mohamed, Armai
title	Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia
title_short	Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia
title_full	Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia
title_fullStr	Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia
title_full_unstemmed	Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia
title_sort	model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam malaysia
granting_institution	Universiti Teknologi Malaysia, Faculty of Built Environment
granting_department	Faculty of Built Environment
publishDate	2018
url	http://eprints.utm.my/id/eprint/81868/1/ArmaiMohamedPFAB2018.pdf
_version_	1747818421131673600

Model perjanjian tahap perkhidmatan dalam penyumberan luar perkhidmatan pengurusan fasiliti di universiti awam Malaysia

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