Comparative evaluation of facility management services for housing estates

被引:37
作者
Lai, Joseph H. K. [1 ]
机构
[1] Hong Kong Polytech Univ, Dept Bldg Serv Engn, Hong Kong, Hong Kong, Peoples R China
关键词
Comparative study; Cost-effectiveness; Facility management; Hong Kong; Housing estate; Service performance; CUSTOMER SATISFACTION; PERCEPTION; QUALITY; MODEL;
D O I
10.1016/j.habitatint.2010.11.009
中图分类号
F0 [经济学]; F1 [世界各国经济概况、经济史、经济地理]; C [社会科学总论];
学科分类号
0201 ; 020105 ; 03 ; 0303 ;
摘要
Urbanised areas are increasingly developed with housing estates. Further to their design and construction, the services provided for managing the estates' facilities are crucial to the living quality of numerous habitants there. Holistic study findings on the importance, performance and cost-effectiveness of such facility management (FM) services, especially those between like estates, have yet to be seen. For bridging this knowledge gap, a study was conducted, under which the main aspects of the typical services namely security, cleaning, repair & maintenance, leisure & landscape, and general management were identified in the first stage. In the second stage, the costs of FM services in two comparable estates and the users' perceived importance and performance of the services were collected. The responses drawn from their consistent judgments, after processing by an analytical hierarchy process, were examined against a performance-importance evaluation matrix. Statistical tests were applied to identify the services with different qualities, and a set of weighted performance indicators was computed for representing the cost-effectiveness of the services. Comparisons made between these indicators informed which service or aspect was provided in a more, or less, cost-effective way. Wider adoption of this evaluation approach would facilitate performance benchmarking across estates, which is conducive to attaining quality and cost-effective services. (C) 2010 Elsevier Ltd. All rights reserved.
引用
收藏
页码:391 / 397
页数:7
相关论文
共 21 条
[1]   THE PERCEPTION OF HOUSING CONDITIONS IN NIGERIA BY THE URBAN-POOR [J].
AWOTONA, A .
HABITAT INTERNATIONAL, 1988, 12 (02) :75-96
[2]   Density control and the quality of living space: a case study of private housing development in Hong Kong [J].
Chan, EHW ;
Tang, BS ;
Wong, WS .
HABITAT INTERNATIONAL, 2002, 26 (02) :159-175
[3]  
HA, 2009, ANN REP 2008 09
[4]  
HA, 2010, BUDG 2010 11
[5]  
HAD, 2003, BUILD MAN
[6]  
HD, 2004, PSA PERF ASS SYST PS
[7]   Measuring customer satisfaction of FM service in housing sector A structural equation model approach [J].
Hui, Eddie ;
Zheng, Xian .
FACILITIES, 2010, 28 (5-6) :306-320
[8]  
Krippendorff K., 2018, Content analysis: An introduction to its methodology (Third edition), DOI DOI 10.2307/2288384
[9]  
Lai J. H. K., 2010, P W070 SPEC TRACK 18, P13
[10]   Perception of importance and performance of the indoor environmental quality of high-rise residential buildings [J].
Lai, Joseph H. K. ;
Yik, Francis W. H. .
BUILDING AND ENVIRONMENT, 2009, 44 (02) :352-360