Ascendancy of coworking space: user perceptions toward workspace features

Abstract

Purpose This research paper aims to provide recommendations for enhancing the service quality of coworking spaces in Malaysia through effective workplace management. This study emphasizes the importance of avoiding over-promising and under-delivering, prioritizing cleanliness, functionality and customer satisfaction over profit to prevent user attrition. Design/methodology/approach Questionnaire surveys were administered to users of selected coworking spaces in Kuala Lumpur, Malaysia. Respondents were asked to assess both their expectations and perceived performance of various coworking space features. The resulting gap scores were then analyzed to develop recommendations for enhancing the overall performance of these coworking spaces. Findings The analysis of the responses indicated that users had higher expectations for “location” and “facilities services,” while the actual service performance in these areas was less satisfactory. Among the nine sub-attributes under “facilities and services,” three (opening hours, coffee and tea corner, café or restaurant) received negative gap scores, significantly affecting overall user satisfaction. Therefore, it is strongly recommended that coworking space managers prioritize the consistent provision and maintenance of these key features to better meet user demands and enhance satisfaction levels. Originality/value This study is innovative in applying a gap analysis approach to coworking spaces, identifying discrepancies between user expectations and actual service performance. This method provides a deeper understanding of the areas that require improvement, contributing to more user-centered coworking space management.