Faktor utama yang mempengaruhi kualiti perkhidmatan dan pembayaran caj penyenggaraan bangunan

Abstract

Quality of services is one of the most important factors to determine the satisfaction of building occupant and encourage them to pay maintenance charge. To measure the quality of service, this study examined the components of building management to determine the main factor that influences the quality of services and building maintenance charges. The objectives of this study are: (i) To identify the components of building management that influence the quality of services and maintenance charges for high-rise housing scheme; (ii) To study the impact of the components on the quality of services and maintenance charges for high-rise housing scheme; and (iii) To identify the main component of building management that influence the quality of services and maintenance charges for high-rise housing scheme using Analytical Hierarchy Process (AHP) method. A total of six medium and high-cost condominiums in Kuala Lumpur have been selected as case study. 100 questionnaires were distributed while face-to-face interviews were conducted with 50 residents of condominiums using convenience sampling technique. For the first objective, the literature review revealed that there are five building management components to measure the quality of services, namely security, cleanliness, services, organization and landscape. For the second objective, descriptive analysis using Microsoft Excel found that the occupants from Desa Damansara, Sri Wangsaria and Widuri Impian Condominium were satisfied in terms of services from management staff, time taken to resolve complaints and the level of security provided by the management corporation. The satisfaction of the occupants has led to a strong financial performance of the condominiums due to the consistency of the occupants in paying maintenance charges regularly. Compared to Bam Villa, Shamelin Bestari and Stonor Park Condominiums, the occupants were dissatisfied with the unfriendly services from the management staff, the long-time taken to resolve complaints as well as the safety of the condominium. These issues have caused those condominiums to face arrears of maintenance charges and unsatisfactory financial performance. For the third objective, the result of the analysis using AHP technique found that building occupants in all condominiums have emphasised safety aspects as the main factor in influencing the quality of services and maintenance charges followed by service, cleanliness, management organization and landscape. The findings suggested that components of building management play significant role in determining the quality of services and satisfaction of building occupants to encourage them in paying maintenance charges without fail.