Users’ satisfaction towards facilities management services at federal buildings in Kedah / Nur Izzati Sharizan

The facility management (FM) is an industry that has emerged as one of the fastest growing sectors over the years. Facilities management (FM) is a practice that contributes added value to organisations. A user become the most important parties to consider in providing the best facilities management services for an organization. Either public or private sector, they are relied on facilities management to achieve their organizational purpose and mission through the efficiency and effective delivery of their goods and services. This research aimed is to investigate a users’ satisfaction that influenced by perceived FM services at federal buildings in Kedah. Besides, the objectives of this research are to investigate the quality of FM services provided, measure a users’ satisfaction on FM services in federal buildings and examine the factors that affecting the quality for management facilities service. The methodology adopted for this research are through literature review and questionnaires for collecting the data. To achieve this objective of this research, the questionnaires was distributed to the users that have an experience using the service at these federal buildings which can be categorized into two which are building occupant and public user. The results revealed that overall study found users are satisfied with the service provided in federal buildings at Kedah in terms of the quality, satisfaction on FM provider and the factors that contribute to affect the quality of management facilities service.