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Delhi, V S K, Mahalingam, A and Palukuri, S (2012) Governance issues in BOT based PPP infrastructure projects in India. Built Environment Project and Asset Management, 2(02), 234-49.

Ibem, E O, Aduwo, E B and Uwakonye, O (2012) Adequacy of incremental construction strategy for housing low-income urban residents in Ogun State, Nigeria. Built Environment Project and Asset Management, 2(02), 182-94.

Jumat, A R, Coffey, V and Skitmore, M (2012) Stakeholder service delivery expectations of military facilities management. Built Environment Project and Asset Management, 2(02), 146-66.

  • Type: Journal Article
  • Keywords: customer services quality; expectation; facilities; facilities management; service delivery; service quality
  • ISBN/ISSN: 2044-124X
  • URL: https://doi.org/10.1108/20441241211280891
  • Abstract:
    Purpose – The purpose of this paper is to examine the quality of service of a South East Asian country's military facilities management organisation. Design/methodology/approach – An interview survey and questionnaire survey were used to obtain a description and summary of stakeholders’ expectations and the extent to which they were being satisfied by the services provided. Findings – The method provides a useful means of identifying and prioritising varying expectations between stakeholder groups and of indicating any mismatch in expectations in the management of military facilities. Social implications – The development and use of a method to test and improve the effectiveness and efficiency of the management of military facilities helps in providing better value for money. Originality/value – In addition to re-affirming Parasuraman's overall dimensions of service expectation, the empirical summary of the stakeholders’ expectations obtained in this way is of practical value for the service provider in developing a strategy for expectation management. For the case studied, it is also apparent that although the current processes in service delivery are well understood by all involved stakeholders, there is a need for further improvement with regards to their expectation levels. It is also one of the very few reported studies on the management of military facilities.

Mahadkar, S, Mills, G and Price, A D F (2012) Stakeholder consultation practices within healthcare infrastructure planning: A conceptual approach to strategic asset management. Built Environment Project and Asset Management, 2(02), 127-45.

Mostafavi, A, Abraham, D M and Lee, J (2012) System-of-systems approach for assessment of financial innovations in infrastructure. Built Environment Project and Asset Management, 2(02), 250-65.

Olanrewaju, A A L (2012) Quantitative analysis of defects in university buildings: user perspective. Built Environment Project and Asset Management, 2(02), 167-81.

Park, Y-I and Papadopoulou, T C (2012) Causes of cost overruns in transport infrastructure projects in Asia: Their significance and relationship with project size. Built Environment Project and Asset Management, 2(02), 195-216.

Rahman, M and Alhassan, A (2012) A contractor's perception on early contractor involvement. Built Environment Project and Asset Management, 2(02), 217-33.