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A Review of Customer Satisfaction Survey on Facilities Management Performance within Private Finance Initiatives (PFI) at Malaysia Public University

Author

Listed:
  • Md Yusof Hamid

    (Infrastructure Development Office, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia.)

  • Wan Samsul Zamani Wan Hamdan

    (Infrastructure Development Office, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia.)

  • Suriani Ngah Abdul Wahab

    (Department of Built Environment Studies & Technology, College of Built Environment, Universiti Teknologi MARA, Perak Branch, 32610 Seri Iskandar Campus, Perak, Malaysia.)

  • Irwan Mohammad Ali

    (Department of Built Environment Studies & Technology, College of Built Environment, Universiti Teknologi MARA, Perak Branch, 32610 Seri Iskandar Campus, Perak, Malaysia.)

  • Mohd Azian Zaidi

    (Department of Built Environment Studies & Technology, College of Built Environment, Universiti Teknologi MARA, Perak Branch, 32610 Seri Iskandar Campus, Perak, Malaysia.)

Abstract

The purpose of this paper is to provide an overview of the primary research undertaken to establish customer satisfaction survey (CSS) for the facilities management practices and performance at Malaysia private finance initiatives (PFI) university campus. The single case study approach is a research method used in this research to analyse a single case or phenomenon in depth. In this approach, a single unit of analysis, such as, a case study of PFI campus of a public university in Malaysia is studied in detail to gain a deep understanding of the case and its context. The findings of this paper revealed that the overall, FM Company ‘A’ CSS increased from 3.26 in 2014 to 3.94 in 2022, with some fluctuations over the years. It is a positive trend that indicates that the company has been improving its services over the years and meeting stakeholder expectations. This paper reached out to address the CSS for FM practices and performance under the Private Finance Initiatives (PFI) at Malaysia Public University after 9 years of its implementation. It gives a better understanding of PFI concept and FM practices in the country. The review also helps to identify practices and measures to the FM performance impact to the university operations.

Suggested Citation

  • Md Yusof Hamid & Wan Samsul Zamani Wan Hamdan & Suriani Ngah Abdul Wahab & Irwan Mohammad Ali & Mohd Azian Zaidi, 2024. "A Review of Customer Satisfaction Survey on Facilities Management Performance within Private Finance Initiatives (PFI) at Malaysia Public University," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(9), pages 2325-2332, September.
    • Handle: RePEc:bcp:journl:v:8:y:2024:i:9:p:2325-2332
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    References listed on IDEAS

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    1. M.M. Lai & S.H. Lau & N.A. Mohamad Yusof & K.W. Chew, 2015. "Assessing antecedents and consequences of student satisfaction in higher education: evidence from Malaysia," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 25(1), pages 45-69, January.
    2. Herbert Robinson & Jon Scott, 2009. "Service delivery and performance monitoring in PFI/PPP projects," Construction Management and Economics, Taylor & Francis Journals, vol. 27(2), pages 181-197.
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