A Preliminary Study of Determining the Factors Affecting Customer Satisfaction Towards the Facilities Management Services at The Shopping Malls in Sarawak
Abstract
Nowadays, shopping mall industry in Malaysia is known as the key contributor to the Malaysian economy. Besides, the success rate of shopping centers is determined by many factors, but customer satisfaction is believed to be the most important success factor. Therefore, it is important to identify the level of customer satisfaction with the shopping malls and how facilities management (FM) can affect the services. The objectives of the study are to assess customer satisfaction with facilities management (FM) services at the shopping malls and to provide recommendations for improvement. The data was collected through literature studies, distribution of questionnaire surveys and interviews at shopping malls in major cities of Sarawak.
References
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Syahrul Nizam Kamaruzzaman and Emma Marinie Ahmad Zawawi, (2010). Development of facilities management in Malaysia. Journal of Facilities Management. 8 (1), pp. 75 – 81
Syed Mustapa, S.A.H., Adnan, H. and Jusoff, K. (2008), “Facilities Management Challenges and Opportunity in the Malaysian Property Sector”, Journal of Sustainable Development, Vol. 1 No. 2,
Teicholz, E., and Noferi, C. (2002) ‘Higher ED integrates CAFM better. Facilities Design and Management. 1, pp.13–14.
Wanlaya Patanapiradej (2006). The Scope of Facility Management. Nakhara. Vol. 6, p. 75-90.
Westbrook, Robert A. (1977), Correlate of Post Purchase Satisfaction Household Appliances in Consumer Satisfaction, Dissactisfaction planning Behaviour, Ralph Day, ed. Bloomington, Indiana Univeristy Press, p 85-90
Westbrook, Robert A. and Michael D. Reilly. 1983. "Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction." Advances in Consumer Research.
Yusuf, Adibah et al (2022),” Measuring Facilities Management Practice and Consumers' Satisfaction: A Case Study of Shopping Malls in Sarawak”, DESIGN-DECODED 2021, Copyright © 2022 EAI, DOI 10.4108/eai.24-8-2021.2315317
Zeithaml, V.A. and Bitner, M.J. (2000) Services Marketing: Integrating Customer Focus across the Firm. 2nd Edition, McGraw-Hill, Boston.
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The Behavioural Consequences of Service Quality”, Journal of Marketing, Vol. 60, April, pp. 31-46
Adeline Chua Phaik Harn, Ali.Khatibi and Hishamuddin bin Ismail (2015), “E-Commerce: A study on Online Shopping in Malaysia”, p. 231-242.
Alexander, Keith (1996), “Facilities Management: Theory and Practice”, London & New York: E&FN Spon, 1st ed.
Annies, A. (2007), “Current issues and challenges in managing government’s assets and facilities”, Proceeding of the National Asset and Facilities Management (NAFAM) Convention, Kuala Lumpur, Malaysia, 13 August.
Ballesty, S. (2007), “Best practices and success stories in asset and facility management”, Proceeding of the National Asset and Facilities Management (NAFAM) Convention, Kuala Lumpur, Malaysia, 13 August.
Barrett, P (2004), “Facilities Management: Towards Best Practice”, Blackwell Science, London.
Barrett, P. and Baldry, D. (2007). Facilities management: towards best practice (2d ed.). Oxford: Blackwell, reprinted. 280 pp. ISBN 978-0-632-06445-8.
Chotipanich, S. (2004), “Positioning facility management. Facilities”, Vol. 22, Nos. 13/14, pp. 364- 372.
Dick A. S., Basu K. (1994), “Customer loyalty: toward and integrated conceptual framework”, Journal of the Academy of Marketing Science. 1994. Vol. 22 Spring.
Engel, James F. and Blackwell, Roger D. (1982), Consumer Behavior, New York: Hole, Rinehard and Winston. P.501
Foo Gee Jen (2014), The Star Online, “7 new malls to be built in Klang Valley this year.” https://www.thestar.com.my/business/business-news/2014/01/07/sevennew-malls-in-klang valley/
Hashim, H., Rasid, S. Z., & Ismail, W. K. (2011). Customer Service Quality in A Public Agency in Malaysia: Towards A Customer-Focused Public Organization. Australian Journal of Basic and Applied Sciences, 1777.
Howard, John A. and Sheth J.N. (1969), The Theory of Buyer Behaviour, New York: John Wiley & Sons.
Hui, E. C., Zhang, P. H. and Zheng, X. (2013). Facilities management service and customer satisfaction in the shopping mall sector. Facilities, 31(5/6):194-207.
Hunt, H. Keith. 1977. "CS/D--Overview and Future Research Direction." in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. H. Keith Hunt, ed. Cambridge, MA: Marketing Science Institute.
Juhari, N.H., Ali, H.M. and Khair, N. (2012). The shopping mall services cape affects customer satisfaction. 3rd International Conference on Business and Economic Research (3rd ICBER 2012) Proceeding, Indonesia, (12-13):617-632.
Kelly, J.M. (1994), Total Quality Management: A How-to Program for the High-Performance Business, Prentice-Hall, Englewood Cliffs, NJ, p. 225.
Kwok, Arnold W.L. and Warren, Clive M.J. (2014), Optimisation of Performance in Facility Management, p. 1-15
Margherio, L. (1998), The Emerging Digital Economy. Secretariat for Electronic Commerce. Washington: US Department of Commerce.
McGregor, Wes and Then, Danny Shiem-Shin (1999), Facilities Management and the Business of Space. London: Arnold.
Mohd Nazali M.N. and Pitt, M (2009), Defining Facilities Management (FM) in the Malaysian Perspective (website: https://eres.org/eres2010/contents/papers/id2.pdf)
Mustaffa, S.A.H., Adnan, H. and Jusoff, K. (2008), “Facilities management challenges and opportunity in the Malaysian property sector”, Journal of Sustainable Development, Vol. 1 No. 2, pp. 79-85. Pillay, M.S. (2002), Privatization of Hospital Support Services, Springer, Berlin.
Ng. CF (2003), Satfisfying Shopper’s Psyhcological Needs: From Public Market to Cyber Mall, Journal of Environmental Psychology.
Nik-Mat et al. (2011). Assessing the Maintenance Aspect of Facilities Management through a PerformanceMeasurement System: A Malaysian Case Study. Procedia Engineering. 20, pp. 329-338
Nutt, B. (2000). Four competing futures for facility management. Facilities, 18(3/4),124-132. Retrieved from: http://dx.doi.org/10.1108/02632770010315670.
Oliver, Richard. (1981), “Measurement and Evaluation of Satisfaction Processes in Retail Settings.” Journal of Retailing 57 (Fall): p. 25–48 pp. 78-85.
Robert A. Westbrook and Richard L. Oliver (1981),"Developing Better Measures of Consumer Satisfaction: Some Preliminary Results", in NA - Advances in Consumer Research Volume 08, eds. Kent B. Monroe, Ann Abor, MI: Association for Consumer Research, Pages: 94-99.
Rozilah Kasim (2011). Community-based Facilities Management: Theory and Practices. Penerbit UTHM, Johor.
Ruslan, N. (2007), “Campus facilities management experience”, Proceeding of the National Asset and Facilities Management (NAFAM) Convention, National Asset and Facility Management Development, Kuala Lumpur, Malaysia, 13 August.
Starman, A.B. (2014), The Case Study is a Type of Qualitative Research, Journal of Contemporary Educational Studies 1/2013, p. 28-43
Sturman, A. (1997), Case study methods. In: J. P. Keeves (ed.). Educational research, methodology and measurement: an international handbook (2nd ed.). Oxford: Per gamon, pp. 61–66.
Syahrul Nizam Kamaruzzaman and Emma Marinie Ahmad Zawawi, (2010). Development of facilities management in Malaysia. Journal of Facilities Management. 8 (1), pp. 75 – 81
Syed Mustapa, S.A.H., Adnan, H. and Jusoff, K. (2008), “Facilities Management Challenges and Opportunity in the Malaysian Property Sector”, Journal of Sustainable Development, Vol. 1 No. 2,
Teicholz, E., and Noferi, C. (2002) ‘Higher ED integrates CAFM better. Facilities Design and Management. 1, pp.13–14.
Wanlaya Patanapiradej (2006). The Scope of Facility Management. Nakhara. Vol. 6, p. 75-90.
Westbrook, Robert A. (1977), Correlate of Post Purchase Satisfaction Household Appliances in Consumer Satisfaction, Dissactisfaction planning Behaviour, Ralph Day, ed. Bloomington, Indiana Univeristy Press, p 85-90
Westbrook, Robert A. and Michael D. Reilly. 1983. "Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction." Advances in Consumer Research.
Yusuf, Adibah et al (2022),” Measuring Facilities Management Practice and Consumers' Satisfaction: A Case Study of Shopping Malls in Sarawak”, DESIGN-DECODED 2021, Copyright © 2022 EAI, DOI 10.4108/eai.24-8-2021.2315317
Zeithaml, V.A. and Bitner, M.J. (2000) Services Marketing: Integrating Customer Focus across the Firm. 2nd Edition, McGraw-Hill, Boston.
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The Behavioural Consequences of Service Quality”, Journal of Marketing, Vol. 60, April, pp. 31-46
Published
2024-07-31
How to Cite
PANIT, Gloria; SA’AIT, Noraini.
A Preliminary Study of Determining the Factors Affecting Customer Satisfaction Towards the Facilities Management Services at The Shopping Malls in Sarawak.
International Journal of Business and Technology Management, [S.l.], v. 6, n. 2, p. 338-347, july 2024.
ISSN 2682-7646.
Available at: <https://myjms.mohe.gov.my/index.php/ijbtm/article/view/27278>. Date accessed: 19 sep. 2024.
Section
English Section
