FM-SERVQUAL: a new approach of service quality measurement framework in local authorities

摘要

Purpose – The purpose of this paper is to evaluate the quality of services provided by local authorities (LA) to the public. An FM-SERVQUAL instrument was developed to meet an appropriate measurement of such services. Design/methodology/approach – The development of FM-SERVQUAL based on integrated facility management (FM) framework. It involved measurements of 40 elements of human capital components, property, technology and ICT, and working processes of Johor Bahru City Council which is one of the major cities in Malaysia. Primarily, two phases of data collection were carried out, of which 100 and 191 respondents were involved during the first and second phases, respectively. Findings – The study revealed that, five elements in technology and ICT and six elements of property which were identified below the service quality (SQ) level. On the other hand, 29 elements of other services were achieved with minimum quality level. Practical implications – The LA executives recognized FM-SERVQUAL, as it is very useful to measure the service delivery performance of their organization. Consequently, the elements which are below SQ level can be easily identified. Originality/value – An FM-SERVQUAL instrument set under the integrated FM framework was developed through an empirical basis. It is an efficient and effective instrument with a capability to measure the quality of services the delivery system. FM-SERVQUAL also serves as an essential gauge in policy formulation and future planning of an organization.