Menilai kualiti perkhidmatan pihak berkuasa tempatan menggunakan instrumen FM-SERVQUAL

Isu kecekapan sistem penyampaian perkliidmatan Pihak Berkuasa Tempatan (PBT) menjadi perhatian utama kerajaan. Ia meliputi Pengurusan Fasiliti ke atas modal insan, premis, tekiiologi dan proses kerja di PBT. Fungsi Pihak Berkuasa Tempatan semakin mencabar selari dengan perubahan persekitaran yang begitu pantas. Ini menimbulkan keperluan Pihak Berkuasa Tempatan menyediakan perkliidmatan lebih berkualiti. Kualiti Perkliidmatan adalah suatu konsep yang abstrak dan elusif dengan cirinya 'tidak ketara,' heterogeneous dan 'tidak boleh dipisalikan' antara proses dan output. Ciri-ciri ini menjadikan Kualiti Perkliidmatan sukar diukur dan sukar dinilai. Beberapa model dikenal pasti telah dibangunkan bagi menilai Kualiti Perkliidmatan. Bagaimanapun model-model berkenaan hanya berasaskan prestasi perkliidmatan semasa dan tidak mengambilkira ekspektasi pelanggan yang merupakan kriteria penting dalam penilaian Kualiti Perkliidmatan. Dengan demikian penyelidikan ini berusaha meneliti perkara ini dengan membangunkan instrumen yang dinamakan FM-SERVQUAL. Instrumen ini dibangunkan dalam kerangka Pengurusan Fasiliti Bersepadu. Ia berasaskan persepsi dan ekspektasi pelanggan iaitu SQ = P|E, di mana; SQ adalah Kualiti Perkliidmatan; P adalah Persepsi dan E adalah Ekspektasi. Instrumen ini berupaya mengenal pasti simptom ketidakpuasan pelanggan dalam sistem penyampaian perkliidmatan PBT. Sehubungan itu Majlis Bandaraya Johor Bahru telah dipilih sebagai kajian kes. Ia melibatkan dua fasa kutipan data primer. Fasa pertama dilaksana berasaskan pendekatan kualitatif menerusi temu bual separa berstruktur ke atas penyedia perkliidmatan iaitu 20 orang pegawai kanan MBJB. Hasil kajian menunjukkan wujudnya keperluan untuk mengukur tahap Kualiti Perkliidmatan sistem penyampaian di PBT. Berikutnya, dalam Fasa kedua. pengukuran ke atas Kualiti Perkliidmatan dilaksana berasaskan pendekatan kuantitatif. Ia melibatkan dua tahap kutipan data primer ke atas penyedia perkliidmatan. Hasil analisis mendapati lima (5) elemen dalam komponen pengurusan teknologi dan ICT dan enam (6) elemen dalam komponen pengurusan premis berada di bawah tahap Perkliidmatan Berkualiti. Lain�lain elemen perkliidmatan mencapai tahap kualiti minimum. Instrumen FM�SERVQUAL yang dibina secara empirikal berupaya menilai Kualiti Perkliidmatan dalam persekitaran PBT yang begitu kompleks. Ia juga berfungsi sebagai alat penting dalam perancangan polisi organisasi pada masa hadapan

Current issue in corporate waqf in Malaysia

Corporate waqf is still new for the contemporary Islamic studies in Malaysia. There are limited resources and guidance to explain about corporate waqf. The purposes of this study are to explore the issues, concept and development of corporate waqf. Current structure for corporate waqf also being explored as part of case studies. This paper provides several perspectives and suggestions to this issue. The methodology for this study is secondary data approach by using the data analysis from the related journal and paper. The subject for this study is Selangor Muamalat. This paper come out with the concept and development of the contemporary waqf focused on corporate waqf and there are five current issues identified in the contemporary waqf. Next, seven proposed action plans are suggested to cover the issues. Lastly, the structure of Selangor Muamalat is analyses by focusing on the management structure, financial and operational framework and the Shariah consideration towards Selangor Muamalat structure

The Issues of Unclaimed Properties in Malaysia

Unclaimed property in Malaysia has become one of the more hotly debated issues. So far unclaimed property value estimated to reach billions of Ringgit. This is a big number, and, if issues stay no action has taken, it will affect not only the society but also economic and national development. If the efficient property management system had to be set up it will have undoubtedly a positive impact. Therefore, there is a need to take a drastic action to find a comprehensive solution and alternatives for solving this issue. Hence, an effective asset management and an efficient estate planning towards unclaimed property must be practiced to ensure a smooth operation of the property management. Generally, unclaimed property is divided into two main categories. Firstly, the inherited estate from a deceased that is not claimed by the heirs and another one is the property the owner of which cannot be traced or missing, known as al-Mafqud in Islamic law. In this paper, the researcher has focused on the occurrence of unclaimed property in the context of missing persons. The results of this study are based on data gathered through a grounded theory from few agencies such as the Malaysian Civil and Shariah Courts, Small Estate Distribution Unit in the District Land Office and Amanah Raya Berhad as well as the heirs of missing persons. The information of missing person's heirs collected from Royal Malaysia Police (RMP) and the information clarified as confidential.  In general, the result shows that, there are for factors contributed to the issues of unclaimed properties in Malaysia; legislation, social status, behavior and the strength and weaknesses of related agency should be given consideration.  This results are expected to be catalyst to further action by the government to solve the issue of unclaimed property in Malaysia and concurrently contribute to enhance the quality of property management based on highest and best use concept

Users' Satisfaction towards Facilities Management, FM Help Desk in Public Higher Educational Institutions in Malaysia

Abstract Higher educational institution (HEI) is a one of an organisation in a service industry field. It likes any other organisations are realising that the mission of the university is to provide a high quality environment that meets the requirements of users in an efficient and effectively. Basically students, academic staff, and non-academic staff can be categorized as users since they make use of the services and products provided by the university. One of the most challenging facing HEI is to provide services that will fulfill users' satisfaction as required and expected. Due to this matter, the administration of Universiti Tun Hussein Onn Malaysia, UTHM seen the application of facilities management, FM help desk as a mechanism or a user complaint system in improving the delivery of facilities management services system. It provides the main administrative support function to the Development and Property Management Office in UTHM for a focal point for all UTHM's users to make a complaint, report routine and emergency calls about building or equipment faults and request maintenance and also facilities services in the university. A case study methodology was adopted, with semi-structured interviews. Therefore, the intents of this research are to know the effectiveness of the FM help desk as a user complaint system and also to obtain feedback on users' satisfaction using this system. As a result, this system could be a good tool to enhance the systematic management of users' complaints for better facilities management in UTHM. JEL classification numbers: 129 (I2 -Education and Research Institution

Influence of facilities performance on student’s satisfaction in Northern Nigerian universities: Results from interim study

Purpose – Higher institutions in Nigeria have witnessed an increase in the number of student enrolments; Northern Nigerian universities are not excluded. As the number of students increases, so do their needs in terms of facilities such as lecture halls, libraries, laboratories, accommodation, studios, furniture and other auxiliary facilities services (among others things). The purpose of this study is to explore the structural characteristics of building features’ performance and to statistically group them into building components (dependent) and physical and non-physical building features (independent) constructs, relating to influence of facilities’ performance in student satisfaction in Northern Nigerian universities. Design/methodology/approach – Questionnaires used were designed to collect data on both academic facilities, based on student experience and satisfaction with respect to physical and non-physical facilities. The school building assessment method questionnaire by Sanoff (2001) was adapted. Hence, the validity and reliability of measures was examined via academicians and data analysis with statistical package of social science (SPSS) version 22. In general, the values of alpha coefficients were above 0.80. Findings – The result of exploratory factor analysis revealed that all factors loaded more than 0.61. In conclusion, the results indicated acceptable factor loadings and effective grouping of the features according to the conceptualised framework for the building component. A hypothetical model of building components was then proposed, suggesting the effects of physical and non-physical building features on building components. Research limitations/implications – This research has been applied to a Northern Nigerian university. The research should be expanded to other institutions offering higher education. Practical implications – Based on a conceptual framework, the study gives practical insights concerning the performance of building component as a key success factor for higher education institutions’ (HEIs) facilities. Originality/value – Therefore, the need to develop and improve instruments that will reflects facilities performance for students satisfaction in Nigerian universities became paramount. Thus there is lack of an integrating framework for facilities performance as well as students satisfaction and experience in the context of Nigerian HEIs, especially in the region of northern Nigeria

VALIDATION OF THE “SLADECOM” MODEL AS A CONTEMPORARY PANACEA FOR THE IMPROVEMENT OF FORMAL LAND MARKET IN NIGERIA

Land has been variously acknowledged as a perennial harbinger of socio-economic power that exudes prestige and class. It is the foundation for food and shelter, driving the very bedrock that significantly provides for most employment opportunities in the country side. Regrettably, as global urbanisation trends soars uncontrollably, land is rapidly becoming increasingly scarce assets in cities. Therefore, supplying of and demand for lands, especially within urban spheres, are though unfortunately never at equilibrium, but the present scenarios in formal window of urban land market, which is solely responsible for the supply of formal land for various developmental purposes, has been very unimpressive. This simply, has rendered delivery to be at its lowest ebb, such that accessibility, which is the measure of demand coefficients from the part of the various land users, to be hampered, the resultant effects of which  is consistent decrease of the real estate stock. Hence, it is in astounding recognition of the above ugly scenario that this study was conducted, primarily to validate the potentialities of SLADECOM model which is an end product of a doctoral research. Essentially, this model is meant to remove all the established barriers that are rendering the supply side (i.e delivery) as well as the demand side (i.e accessibility) of the formal market for urban lands, so sub-optimal. Moreover, the following constructs and variables that survived the statistical screening exercise were coined as components of this Sladecom model for empirical validation, such as: structural and culturo-behavioural dynamics (scbd), socio-political and economic dictates (sped), human techno-analytical arsenals (htaa), policy relevance and appropriateness (pra), contents and context of policies (ccp) and role mediation regime (rmr).Furthermore, validation, which is unlike just any other survey, requires high level of integrity, as results from it are almost laws in their plausibility, which simply suggests that respondents with huge experience, towering knowledge and consummate understanding of the issues involved in the subject matter are carefully selected for data collection. Out of the rough total of over 500 individuals considered as the total population for the sample space, 205 individuals qualified for the sample frame, from which the sample size of 120 was chosen, upon which the structured questionnaires were distributed. Therefore, after necessary integrity checks, 92 out 107 questionnaires that were retrieved, were found to be valid, thus formed the denominator for the analyses, using 5 point Likert scale of measurement, corroborated with pie-charts for stronger inferential and descriptive statistical results and explanations. The findings amongst other things are that this model has great potential to drastically reduce multiple roles partitioning among formal land administration machineries and thus increases the speed, quality and quantity of service delivery to prospective teeming land users. Among the recommendations is that decisive actions must be expeditiously taken on generating more functional databases and also increase the frequency of contents updating of these databases. This will no doubt improve the technical prowess of formal land administration machineries, with resultant capability to address myriad of challenges of formal land delivery and accessibility in Nigeria.  JEL: R14, R52, R31  Article visualizations

Quality of service in public higher education institution (HEI) facilities: a critical literature review

This study presents an initial step for the development of a suitable approach to assess public higher education institution (HEI) facilities’ service quality. Nowadays, spirit of service excellence has become prominent within HEIs. In this sense, research focused on quality of service in public HEI context. This topic mostly discusses about service quality in programmes and processes in HEIs. Nevertheless, studies focusing on service quality, particularly in facilities, are still lacking. This justifies the development of an approach to assess quality of service in public HEI facilities

FM-SERVQUAL : a new approach of service quality measurement framework in local authorities

The purpose of this paper is to evaluate the quality of services provided by local authorities (LA) to the public. An FM-SERVQUAL instrument was developed to meet an appropriate measurement of such services. The development of FM-SERVQUAL based on integrated facility management (FM) framework. It involved measurements of 40 elements of human capital components, property, technology and ICT, and working processes of Johor Bahru City Council which is one of the major cities in Malaysia. Primarily, two phases of data collection were carried out, of which 100 and 191 respondents were involved during the first and second phases, respectively. The study revealed that, five elements in technology and ICT and six elements of property which were identified below the service quality level. On the other hand, 29 elements of other services were achieved with minimum quality level. The LA executives recognized FM-SERVQUAL, as it is very useful to measure the service delivery performance of their organization

Understanding the service provider perspective towards better service quality in local authorities

Purpose – The paper aims to provide better understanding of internal customer perspectives, i.e. the employees of local authorities (LAs) as a service provider in Malaysia. The research attempts to identify the contributing and the constraining factors affecting the quality of the services to the public. Design/methodology/approach – The paper employs a qualitative approach of primary data collection. Data were obtained through semi-structured interviews and open-ended question interviews. The study conducted involved service providers and officials from Johor Bahru City Council in the capital of Johor state, Malaysia. Findings – The paper revealed that substantial measures should be taken to ensure that the service provider is able to provide better service quality in the delivery system. It was also found that before the service providers are able to offer quality services to the public, the service providers have to first overcome the problems they face. Originality/value – The paper suggests that it is equally important to understand internal customer satisfaction in advance before the authors expect the service providers to offer better service delivery processes to the service receiver's, i.e. external customers in LAs. © 2010, © Emerald Group Publishing Limited