Users’ Satisfaction towards Facilities Management, FM Help Desk in Public Higher Educational Institutions in Malaysia

Higher educational institution (HEI) is a one of an organisation in a service industry field. It likes any other organisations are realising that the mission of the university is to provide a high quality environment that meets the requirements of users in an efficient and effectively. Basically students, academic staff, and non-academic staff can be categorized as users since they make use of the services and products provided by the university. One of the most challenging facing HEI is to provide services that will fulfill users’ satisfaction as required and expected. Due to this matter, the administration of Universiti Tun Hussein Onn Malaysia, UTHM seen the application of facilities management, FM help desk as a mechanism or a user complaint system in improving the delivery of facilities management services system. It provides the main administrative support function to the Development and Property Management Office in UTHM for a focal point for all UTHM’s users to make a complaint, report routine and emergency calls about building or equipment faults and request maintenance and also facilities services in the university. A case study methodology was adopted, with semi-structured interviews. Therefore, the intents of this research are to know the effectiveness of the FM help desk as a user complaint system and also to obtain feedback on users’ satisfaction using this system. As a result, this system could be a good tool to enhance the systematic management of users’ complaints for better facilities management in UTHM.