Pengukuran prestasi bagi perkhidmatan penyelenggaraan bangunan di kampus UTM, Skudai

Abstract

Performance measurement and building maintenance services is covering the important aspects that can be represented by the perception of the customer and customer‟s satisfaction with the service delivered. However, the performance of the contractors for maintenance work is still at unsatisfactory level. This study aims to determine the satisfaction level of service and quality of service provided by the contractor. In collecting data, an approach that has been taken which a structured questionnaire distributed to the respondents who are use the service in UTM campus, Skudai. ServQual analysis will classify the important variables in the services and be interprated in the term of Importance Performance Analysis, IPA mtehod. This study can give benefit to the contractor for improving thier work performed. Finally, this study can help for an improved ways of the quality and services to the contractors. At the same time can help the contractor in achieving Key Performance Indicators, KPI's have been targeted by the management of the contractor involved.