Outqual instrument for measuring expectation GAP of outsourcing service quality in property maintenance and management
Service quality expectation gap is a prominent issue in property maintenance and management (PMM) outsourcing sector. Numerous studies were conducted in examining outsourcing service quality from the perspective of clients, while very limited studies were looking at the perspective of service provid...
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| Format: | Thesis |
| Language: | English English English |
| Published: |
2016
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| Online Access: | http://eprints.uthm.edu.my/10031/2/24p%20LEE%20CHIN%20SHENG.pdf http://eprints.uthm.edu.my/10031/1/LEE%20CHIN%20SHENG%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/10031/3/LEE%20CHIN%20SHENG%20WATERMARK.pdf |
| Summary: | Service quality expectation gap is a prominent issue in property maintenance and management (PMM) outsourcing sector. Numerous studies were conducted in examining outsourcing service quality from the perspective of clients, while very limited studies were looking at the perspective of service providers. In addition, no research was found that focus on PMM outsourcing service quality. Current problem of PMM outsourcing service quality expectations mismatch between service providers and clients has caused increasing clients' dissatisfactions and may hinder the development of PMM outsourcing as a strategic sourcing method. This study aims to determine and analyse expectation gap on service quality between service providers and clients. Theory adopted for this study was based on agency theory. Such theory was being expanded to reflect the problems exist between outsourcing service providers and clients. The study employed two research methods: questionnaire survey and semi-structured interview. The findings of this study indicated that the expectations gap exists in PMM outsourcing service quality. The analyses of questionnaire surveys clearly reflected that the expectations gap between service providers and clients were minor. The analyses on the following semi-structured interviews similarly suggested that the expectations gap between both groups were relatively minor. However, the motivations behind both groups in their expectations towards PMM outsourcing service quality were considerably different due to the dissimilar responsibilities and risk acceptance level in PMM outsourcing |
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