Relationship between Quality of Building Maintenance Management Services for Indoor Environmental Quality and Occupant Satisfaction: Case Study of Bus Terminal Buildings in Penang

Maintenance is often defined as the series of activities undertaken to take care of the building structure and services to ensure the intended functions and optimal performance of a building life cycle. The management department of a building is usually responsible for the enhancement of the indoor environment quality by service delivery and for boosting occupant productivity and satisfaction. Thus, a salient point of this study is to determine the current level of the building's maintenance management service for indoor environmental quality in Penang bus terminals, along with its occupant satisfaction with regards to the services provided in the building. The assessment of the indoor environmental quality includes the evaluation of thermal comfort, lighting condition, air quality and cleanliness. Apart from that, qualitative and quantitative methodologies were applied during the process of data collection and analysis. A questionnaire survey was distributed to 500 of the targeted population for each bus terminal, including passengers and the staff. In this study, the conclusion was drawn in which the maintenance management service level of the bus terminal was directly proportional to occupant satisfaction. However, the current quality of maintenance management services in the bus terminals are still not up to the level of the occupants' satisfaction.