Persons with disability perception of facilities management service quality: hospital buildings in Malaysia
PurposeThis study aims to discover the perception of persons with disabilities (PWDs) towards facilities management (FM) service quality at hospital buildings in Malaysia.Design/methodology/approachA questionnaire survey was conducted with 99 respondents in selected hospitals in Selangor, Malaysia.F...
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| Veröffentlicht in: | International journal of health care quality assurance 2021-11, Vol.34 (3/4), p.125-139 |
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| container_title | International journal of health care quality assurance |
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| creator | Awang, Nuratiqah Aisyah Chua, Shirley Jin Lin Ali, Azlan Shah Au-Yong, Cheong Peng Naicker, Amaramalar Selvi Yuliawiratman, Brenda Saria |
| description | PurposeThis study aims to discover the perception of persons with disabilities (PWDs) towards facilities management (FM) service quality at hospital buildings in Malaysia.Design/methodology/approachA questionnaire survey was conducted with 99 respondents in selected hospitals in Selangor, Malaysia.FindingsThis study aims to discover the perception of PWDs towards FM service quality, and it has found a gap for improvement. The area that requires the highest attention includes the importance of (1) assurance on accessibility despite maintenance activity being conducted (2) criticality of facilities maintenance itself, (3) assurance on comfort and safety, (4) reliable medium to ask for assistance or giving feedback, (5) signage that is clearly seen and easily understood and (6) staff responsiveness.Research limitations/implicationsThis instrument is validated by PWDs under the physical disability category only, specifically in the hospital context. Future research is recommended to identify the FM service quality aspect for different categories of disability (sensory, mental or intellectual impairment).Practical implicationsThe findings provide evidence for FM to consider PWDs' perceptions in FM strategy development. Even FM provides a healthcare support system. FM service quality partly reflects healthcare service quality.Social implicationsAccommodating the need of PWDs through the improvement of FM service quality aspect will partly fulfil the right of PWDs for equality of access to healthcare.Originality/valueThis SERVQUAL tools can be improvised and used to measure the perception of PWDs on FM service quality systematically and holistically. Understanding the service quality aspect is important for a facility manager to precisely measure and prioritise what is truly important to the building users with special needs and try to accommodate this need in the management activity. |
| doi_str_mv | 10.1108/IJHCQA-08-2020-0165 |
| format | Article |
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The area that requires the highest attention includes the importance of (1) assurance on accessibility despite maintenance activity being conducted (2) criticality of facilities maintenance itself, (3) assurance on comfort and safety, (4) reliable medium to ask for assistance or giving feedback, (5) signage that is clearly seen and easily understood and (6) staff responsiveness.Research limitations/implicationsThis instrument is validated by PWDs under the physical disability category only, specifically in the hospital context. Future research is recommended to identify the FM service quality aspect for different categories of disability (sensory, mental or intellectual impairment).Practical implicationsThe findings provide evidence for FM to consider PWDs' perceptions in FM strategy development. Even FM provides a healthcare support system. FM service quality partly reflects healthcare service quality.Social implicationsAccommodating the need of PWDs through the improvement of FM service quality aspect will partly fulfil the right of PWDs for equality of access to healthcare.Originality/valueThis SERVQUAL tools can be improvised and used to measure the perception of PWDs on FM service quality systematically and holistically. Understanding the service quality aspect is important for a facility manager to precisely measure and prioritise what is truly important to the building users with special needs and try to accommodate this need in the management activity.</description><identifier>ISSN: 0952-6862</identifier><identifier>EISSN: 1758-6542</identifier><identifier>DOI: 10.1108/IJHCQA-08-2020-0165</identifier><identifier>PMID: 34595895</identifier><language>eng</language><publisher>England: Emerald Publishing Limited</publisher><subject>Access ; Agreements ; Building design ; Buildings ; Built environment ; Case reports ; Customer services ; Disability ; Disabled Persons ; Equality ; Facilities management ; Handicapped accessibility ; Health care ; Health care access ; Health care industry ; Hospitals ; Humans ; Malaysia ; People with disabilities ; Perception ; Physical disabilities ; Public buildings ; Public services ; Quality of life ; Quality of service ; Responsiveness ; Surveys and Questionnaires ; Universal design</subject><ispartof>International journal of health care quality assurance, 2021-11, Vol.34 (3/4), p.125-139</ispartof><rights>Emerald Publishing Limited</rights><rights>Emerald Publishing Limited.</rights><rights>Emerald Publishing Limited 2021</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c393t-9a57a5ec075c931cf7513a65149be56b55eaef6c9434ad04d8ef2c1e680c848e3</citedby><cites>FETCH-LOGICAL-c393t-9a57a5ec075c931cf7513a65149be56b55eaef6c9434ad04d8ef2c1e680c848e3</cites><orcidid>0000-0002-4526-6190 ; 0000-0003-1306-9595 ; 0000-0002-1283-6337 ; 0000-0001-6357-3912 ; 0000-0002-5964-4930</orcidid></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://www.emerald.com/insight/content/doi/10.1108/IJHCQA-08-2020-0165/full/html$$EHTML$$P50$$Gemerald$$H</linktohtml><link.rule.ids>314,776,780,961,11614,12825,27901,27902,30976,52664</link.rule.ids><backlink>$$Uhttps://www.ncbi.nlm.nih.gov/pubmed/34595895$$D View this record in MEDLINE/PubMed$$Hfree_for_read</backlink></links><search><creatorcontrib>Awang, Nuratiqah Aisyah</creatorcontrib><creatorcontrib>Chua, Shirley Jin Lin</creatorcontrib><creatorcontrib>Ali, Azlan Shah</creatorcontrib><creatorcontrib>Au-Yong, Cheong Peng</creatorcontrib><creatorcontrib>Naicker, Amaramalar Selvi</creatorcontrib><creatorcontrib>Yuliawiratman, Brenda Saria</creatorcontrib><title>Persons with disability perception of facilities management service quality: hospital buildings in Malaysia</title><title>International journal of health care quality assurance</title><addtitle>Int J Health Care Qual Assur</addtitle><description>PurposeThis study aims to discover the perception of persons with disabilities (PWDs) towards facilities management (FM) service quality at hospital buildings in Malaysia.Design/methodology/approachA questionnaire survey was conducted with 99 respondents in selected hospitals in Selangor, Malaysia.FindingsThis study aims to discover the perception of PWDs towards FM service quality, and it has found a gap for improvement. The area that requires the highest attention includes the importance of (1) assurance on accessibility despite maintenance activity being conducted (2) criticality of facilities maintenance itself, (3) assurance on comfort and safety, (4) reliable medium to ask for assistance or giving feedback, (5) signage that is clearly seen and easily understood and (6) staff responsiveness.Research limitations/implicationsThis instrument is validated by PWDs under the physical disability category only, specifically in the hospital context. Future research is recommended to identify the FM service quality aspect for different categories of disability (sensory, mental or intellectual impairment).Practical implicationsThe findings provide evidence for FM to consider PWDs' perceptions in FM strategy development. Even FM provides a healthcare support system. FM service quality partly reflects healthcare service quality.Social implicationsAccommodating the need of PWDs through the improvement of FM service quality aspect will partly fulfil the right of PWDs for equality of access to healthcare.Originality/valueThis SERVQUAL tools can be improvised and used to measure the perception of PWDs on FM service quality systematically and holistically. 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Care Qual Assur</addtitle><date>2021-11-18</date><risdate>2021</risdate><volume>34</volume><issue>3/4</issue><spage>125</spage><epage>139</epage><pages>125-139</pages><issn>0952-6862</issn><eissn>1758-6542</eissn><abstract>PurposeThis study aims to discover the perception of persons with disabilities (PWDs) towards facilities management (FM) service quality at hospital buildings in Malaysia.Design/methodology/approachA questionnaire survey was conducted with 99 respondents in selected hospitals in Selangor, Malaysia.FindingsThis study aims to discover the perception of PWDs towards FM service quality, and it has found a gap for improvement. The area that requires the highest attention includes the importance of (1) assurance on accessibility despite maintenance activity being conducted (2) criticality of facilities maintenance itself, (3) assurance on comfort and safety, (4) reliable medium to ask for assistance or giving feedback, (5) signage that is clearly seen and easily understood and (6) staff responsiveness.Research limitations/implicationsThis instrument is validated by PWDs under the physical disability category only, specifically in the hospital context. Future research is recommended to identify the FM service quality aspect for different categories of disability (sensory, mental or intellectual impairment).Practical implicationsThe findings provide evidence for FM to consider PWDs' perceptions in FM strategy development. Even FM provides a healthcare support system. FM service quality partly reflects healthcare service quality.Social implicationsAccommodating the need of PWDs through the improvement of FM service quality aspect will partly fulfil the right of PWDs for equality of access to healthcare.Originality/valueThis SERVQUAL tools can be improvised and used to measure the perception of PWDs on FM service quality systematically and holistically. Understanding the service quality aspect is important for a facility manager to precisely measure and prioritise what is truly important to the building users with special needs and try to accommodate this need in the management activity.</abstract><cop>England</cop><pub>Emerald Publishing Limited</pub><pmid>34595895</pmid><doi>10.1108/IJHCQA-08-2020-0165</doi><tpages>15</tpages><orcidid>https://orcid.org/0000-0002-4526-6190</orcidid><orcidid>https://orcid.org/0000-0003-1306-9595</orcidid><orcidid>https://orcid.org/0000-0002-1283-6337</orcidid><orcidid>https://orcid.org/0000-0001-6357-3912</orcidid><orcidid>https://orcid.org/0000-0002-5964-4930</orcidid></addata></record> |
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| ispartof | International journal of health care quality assurance, 2021-11, Vol.34 (3/4), p.125-139 |
| issn | 0952-6862 1758-6542 |
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| source | Applied Social Sciences Index & Abstracts (ASSIA); Emerald Journals; MEDLINE |
| subjects | Access Agreements Building design Buildings Built environment Case reports Customer services Disability Disabled Persons Equality Facilities management Handicapped accessibility Health care Health care access Health care industry Hospitals Humans Malaysia People with disabilities Perception Physical disabilities Public buildings Public services Quality of life Quality of service Responsiveness Surveys and Questionnaires Universal design |
| title | Persons with disability perception of facilities management service quality: hospital buildings in Malaysia |
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