Kajian punca berlakunya jurang persepsi di antara pengguna dan penyedia perkhidmatan dalam kontrak pengurusan fasiliti

Abstract

Service Level Agreement (SLA) is document which specify the level of services. In facilities management context, SLA is both a process and a document. The service level agreement process involves the customer and service provider agreeing on suitable targets for particular services. Fulfil the user requirement and measurement for performances are the main attributes for good SLA. The existence of gap between service levels and user’s satisfaction has been identified by JKR’s management level in Facilities Management Contract in JKR. The main objective of this study is to identify the weakness of implementation and development of SLA become a factor which create the gap between service level and user’s satisfaction. The scope of this study is within Facilities Management Contract in JKR building complex. The informations are collected by questionnaires and analysed through computer’s statistic package. The result shows that improper SLA’s development process become a factor which contributes to the gap. However the implementation of SLA is not a factor and was carried out according to the scope of contract by Service Provider. Closing and eliminating the gap in facilities management is crucial issue, so the study to identify the factors which contribute to the gap between the service level and user’s satisfaction is proposed. This study is useful to the organisations and facilities managers in order to provide the quality service in facilities management.