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- Title
KEPUASAN PENGHUNI TERHADAP PENGURUSAN FASILITI PERUMAHAN BERSTRATA.
- Authors
Zaki, Nazaitulsyima Mohamad; Manaf, Azima Abdul
- Abstract
Stratified housing is increasingly being preferred especially in urban areas as today's buyers are more attracted to the various facilities provided. However, ineffective facility management is often a problem for residents and is raised in the media. This study focuses on the residents' satisfaction on facilities management in stratified housing. The objective of this study is to identify the dimensions of the residents' satisfaction on facilities management in the stratified housing. A quantitative method was used in this study by distributing questionnaires to the residents. A total of 300 respondents were involved in this study. There are four aspects of facilities management which are human resources, technology, processes and premises that are evaluated by the six dimensions of the residents' satisfaction which are physical evidence, reliability, responsiveness, assurance, empathy and technical quality. Data was analysed through descriptive analysis by looking at the frequency, percentage, mean and crosstabulation. The finding shows that the level of residents' satisfaction on the facilities management in the stratified housing is at a moderate level. The six residents' satisfaction dimensions are also at a moderate level. There are two dimensions that have the lowest mean value and require full attention in fulfilling the residents' satisfaction which are responsiveness and technical quality. This situation explains that the facility management needs to pay attention to some weaknesses related to the comfort of occupants in the study area such as elevator facilities and maintenance of other facilities. In this regard, this study implies the need to focus on the issue of facility management so that the level of consumer satisfaction with stratified housing can meet the satisfaction of residents.
- Subjects
HOUSING management; HOUSING satisfaction; FACILITY management; CUSTOMER satisfaction; HUMAN resources departments; CITIES &; towns
- Publication
e-BANGI Journal, 2021, Vol 18, Issue 1, p64
- ISSN
1985-3505
- Publication type
Article