Measuring the performance of office buildings maintenance management in Malaysia

Abstract

Purpose The purpose of this paper is to identify the key aspects of performance measurement for maintenance management of office buildings, in order to enhance maintenance service delivery. Design/methodology/approach A mixed method was adopted with the selection of five buildings as the case studies. In total, 1,230 questionnaires were distributed to the end‐users of the buildings. Findings This paper proposes a performance measurement system that is proved to be practical and suitable to measure the effectiveness of maintenance service delivery of office buildings. Research limitations/implications Future research could focus on developing a performance measurement system from a strategic approach. Practical implications The proposed performance measurement system is anticipated to facilitate the evaluation process for maintenance providers, as it has taken into account the key elements of a maintenance management system. Originality/value The outcomes of this research are significant in their own right but also serve as a platform for future research in this area.