Maintenance of lift systems affecting resident satisfaction in low-cost high-rise residential buildings

Au-Yong, Cheong Peng; Azmi, Nur Farhana; Mahassan, Nur Aaina

doi:10.1108/jfm-04-2017-0015

Cited by 29 publications

(16 citation statements)

References 20 publications

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“…The allocated budget is often finished early before the allotted period ends. For instance, a budget for one year usually finishes in the third quarter of that year because the budget was used without careful consideration of the real needs of the maintenance activities (Mohd-Noor et al, 2011;Hui et al, 2011;Au-Yong et al, 2018). In this case, the organisation would require additional funds, or maintenance works would have to be suspended in the fourth quarter of the year.…”

Section: Lack Of Expert Building Maintenance Professionalsmentioning

confidence: 99%

Building maintenance practices in Malaysia: a systematic review of issues, effects and the way forward

Hauashdh

Jailani

Rahman

et al. 2020

IJBPA

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PurposeIn recent years, there have been many concerns about issues surrounding building maintenance, which are continually increasing. However, there is a lack of comprehensive studies on building maintenance issues, their effects and the way forward. Therefore, the purpose of this paper is to carry out a comprehensive review of building maintenance issues, their effects and the way forward. It also aims to develop a conceptual model that can support future research.Design/methodology/approachA systematic review of the literature published from 2009 to 2019 was carried out. Five relevant databases were searched, based on this study's search terms, and a narrative synthesis of the results from the included studies was carried out. Studies were eligible for inclusion if they fulfilled the inclusion criteria of this systematic review.FindingsThis study has identified and classified building maintenance issues, their effects and the way forward, and also developed a conceptual model that demonstrates the association between issues, their effects and the way forward. The way forward of the conceptual model focuses on effective management, technical capability, development of human resources and cost optimisation.Originality/valueThis paper addresses an important topic: the aspect in which it differs from existing studies is that, in the latter, the researchers studied a single sub-issue, whereas this systematic review includes a comprehensive study of building maintenance issues. Furthermore, this review has demonstrated how the way forward can moderate issues and their effects.

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Section: Lack Of Expert Building Maintenance Professionalsmentioning

confidence: 99%

Building maintenance practices in Malaysia: a systematic review of issues, effects and the way forward

Hauashdh

Jailani

Rahman

et al. 2020

IJBPA

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“…While a low-cost housing unit is a private property belonging to a parcel holder under Malaysian Law, the common properties are co-shared properties with other parcel holders to be enjoyed by all. If the developers delivered poor quality for the common properties, the parcel holders (appropriators) would be more likely to default on the monthly maintenance fee (Au-Yong et al , 2018b; Musa et al , 2020). If resource units are badly maintained due to over-use and under-investment by parcel holders (appropriation of subtractable resource units), “local appropriators may refuse to undertake provision activities,” observed Ostrom (1990, p. 33).…”

Section: The Physical Characteristicsmentioning

confidence: 99%

“…In the action arena (social space), conditions that are conducive to the self-organisation of common properties do matter. However, some variables can be beyond the management (size of CPR); some problems are perennial, such as costly lift system maintenance (Au-Yong et al , 2018b); and others require expert management skills (keeping vandalism low, managing conflicts and enforcing house rules) when few managements are qualified to do so (Sia et al , 2018; Wang, 2013; Musa et al , 2020). Under Malaysian Law, the management (usually the parcel holders themselves) is elected by parcel holders who are present at the Annual General Meeting, but they may not be trained in governing.…”

Section: Introductionmentioning

confidence: 99%

Standard of workmanship, crime rate and condition of lift systems influence collective action in low-cost housing

Wang

Au-Yong

Ling

et al. 2023

Self Cite

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Purpose Under Malaysian Law, the maintenance and management of common property have traditionally been viewed as insoluble challenges in the self-organisational efforts for high-rise low-cost housing developments. As the population increases, more shared resources become heavily exploited with few willing to contribute towards the sustainability of resources. Many researchers argued a better way would be to convert these shared resources into a private or state-managed entity. Hence, with that assumption, this paper aims to examine how better physical characteristics can result in greater collective action. Design/methodology/approach This research paper adopted a quantitative method approach to determine how the standard of physical characteristics influenced the quality of collective action in high-rise low-cost housing. The method included a questionnaire survey of 519 parcel holders chosen via stratified purposeful random sampling from four high-rise low-cost housing areas. Findings The paper found a positive correlation between the quality of physical characteristics and the collective action gained. The findings highlighted that the standard of workmanship of high-rise low-cost units (including the common properties), the crime rate in the neighbourhood and the condition of lift systems – when improved – were significant positive predictors of collective action. Practical implications Housing developers should pay attention to the quality of both low-cost units and related common properties, as this endeavour will assist greatly in future collective action management. Originality/value The study was justified in terms of its originality as few research studies adopted the social-ecological system framework that focused on the correlation between the quality of physical characteristics and the collective action of parcel holders.

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“…Client satisfaction, which is the most important KPI in facility management (Meng and Minogue, 2011) is measured as the frequency of receiving complaints from residents staying in public housing (Y1). Building occupants’ satisfaction can be useful to evaluate maintenance work so that FMs can understand residents’ requirements and preferences (Au-Yong et al , 2018). Cost-effectiveness, which is ranked as the second most important KPI by Meng and Minogue (2011), is measured as the frequency of using economical means to manage the public housing estate (Y2).…”

Section: Literature Review Of Work Outcomesmentioning

confidence: 99%

Effect of job situational factors on work outcomes of facilities managers

Ling

Zhang

Tay

2021

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Purpose This study aims to investigate how the situational factors that facilities managers (FMs) in Singapore face in their jobs affect their work outcomes. Job situation factors such as types of tasks, interpersonal relationships in teams, supervisors’ actions and advancements opportunities are classified into job characteristics, social environment characteristics, leadership and organisational practices categories. Design/methodology/approach Based on a systematic literature review, a questionnaire was designed to collect data on work outcomes and job situational factors from FMs working in public housing estates in Singapore. Using the Statistical Package for the Social Science software, inferential statistical analyses were carried out. Findings FMs reported that they used economical means and resources to carry out their work significantly frequently and achieved significantly high productivity. Complaints are received significantly frequently and maintenance defects are regularly encountered. Many of the job situational factors are present and found to be significantly correlated with work outcomes and some of these may be used to predict FMs’ work outcomes. Based on the correlation results, the frequency of complaints from residents may be reduced through the following ways: make FMs’ work tasks less challenging; reduce the variety of work tasks that FMs need to execute; reduce FMs’ work volume and speed of work. Research limitations/implications This study is limited to FMs managing public housing estates in Singapore. The work outcomes are self-reported, and thus susceptible to bias. However, as the respondents reported significantly frequent complaints and defects, this might indicate that the bias is not serious. Practical implications FMs’ jobs should be broken down into small parts/tasks and assigned to different FMs to specialise. This makes FMs’ tasks less challenging, and allows them to specialise to increase their productivity, improve their quality of work and overcome the problem of high work volume or demanding work speed. By adopting job specialisation, the frequency of receiving complaints from residents may be reduced. Originality/value This study discovered strategies to reduce the number of complaints from residents of public housing about facilities management. The contribution to knowledge is that complaints by residents on facilities management can be reduced by adopting job specialisation but not job enlargement. Decomposing work into different tasks and allowing FMs to focus on a few tasks would lead to a reduction in complaints. It also enables FMs to master the skill and complete the tasks without much oversight or supervision.

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Maintenance of lift systems affecting resident satisfaction in low-cost high-rise residential buildings

Cited by 29 publications

References 20 publications

Building maintenance practices in Malaysia: a systematic review of issues, effects and the way forward

Building maintenance practices in Malaysia: a systematic review of issues, effects and the way forward

Standard of workmanship, crime rate and condition of lift systems influence collective action in low-cost housing

Effect of job situational factors on work outcomes of facilities managers

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