Gap Analysis for the Facilities Management Services in Malaysian Government Office Buildings

Authors

  • Noor Azizah Majid Institute of Graduate Studies, College of Built Environment, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia
  • Nor Rima Muhamad Ariff School of Real Estate and Building Surveying, College of Built Environment, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia
  • Faridah Ismail School of Construction and Quantity Surveying, College of Built Environment, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia
  • Siti Uzairiah Mohd Tobi Razak Faculty of Technology and Informatics, Universiti Teknologi Malaysia, 54100 Kuala Lumpur, Malaysia

DOI:

https://doi.org/10.24191/bej.v22i2.936

Keywords:

Facilities Management, Facilities Management Services, Gap Analysis, SERVQUAL Model, Government Office Building

Abstract

The Malaysian Government is increasingly using Facility Management (FM), and it is becoming more widely accepted and popular within the Ministry. Implementing Facility Management (FM) in Malaysia aims to enhance the systematic maintenance of government facilities, thereby extending the lifespan of the building structure. Implementing Facility Management ensures the property's maintenance and prolongs the asset's lifespan. However, the extent to which this service has met the end user's needs is still yet to be determined. Ensuring that the service provider's performance reaches the necessary standard is essential. An enhancement can be executed. This article examines the quality of FM services in government office buildings in Malaysia. This research aims to discover discrepancies between end-user expectations and perceptions of facilities management services using the five elements of the SERVQUAL model: reliability, responsiveness, assurance, empathy, and tangibles. 152 end-users from government office buildings took part in this study. The survey results revealed that service quality gaps in facilities management services are indeed occurring. Therefore, it can be concluded that perceptions of the service are below user expectations, highlighting the need for significant improvements to boost service quality. This study will benefit all parties involved in creating documentation and overseeing the implementation of the FM contract.

 

Author Biographies

Noor Azizah Majid, Institute of Graduate Studies, College of Built Environment, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia

Noor Azizah Majid, PhD Student from the Institute of Graduate Studies, College of Built Environment, Universiti Teknologi MARA, has a research interest in Facilities Management. Currently working as a Quantity Surveyor at the Public Works Department. She can also be contacted via email at azizahnoor634@gmail.com

Nor Rima Muhamad Ariff, School of Real Estate and Building Surveying, College of Built Environment, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia

Nor Rima Muhamad Ariff, PhD is Assoc. Madya Sr Dr, a Senior Lecturer in the School of Real Estate and Building Surveying, College of Built Environment, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia, has expertise in Facility Management, Housing Management, and Building Surveying. She has published widely in the Journal of Building Pathology and Rehabilitation, IOP Publishing, Facilities, Built Environment Journal (BEJ), Global Business and Management Research: An International Journal, and the International Journal of Advanced Science and Technology. She can also be contacted via email at norri550@uitm.edu.my

Faridah Ismail, School of Construction and Quantity Surveying, College of Built Environment, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia

Faridah Ismail, PhD is an Associate Professor (Honorary) Sr Dr and is a Senior Lecturer in the School of Construction and Quantity Surveying, College of Built Environment, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia. Areas of Expertise include Construction Safety Behavioural Studies, Construction Project Management, and Quantity Surveying Education. She has published widely in the Procedia-Social and Behavioral Sciences, The Built & Human Environment Review, International Journal of Business and Management, Journal of Asian Behavioural Studies, and The Built & Human Environment Review. She has published widely on these subjects in publications such as She can be reached through her email at hjhidah@yahoo.co.uk.

Siti Uzairiah Mohd Tobi, Razak Faculty of Technology and Informatics, Universiti Teknologi Malaysia, 54100 Kuala Lumpur, Malaysia

Siti Uzairiah Mohd Tobi, PhD Associate Professor Sr Dr and a Senior Lecturer, Razak Faculty of Technology and Informatics, UTM Kuala Lumpur. Areas of Expertise: Asset & Property Management, Facilities Management, Housing Development, Social Enterprise Ageing in Place, Disaster Risk Management. She has published widely on these subjects in publications such as Building a Better World," 18th CIB World Building Congress, Facilities, Malaysian Construction Research Journal, Solid State Technology Journal, Environment and Ecology Research, International Journal of Environment and Sustainable Development, Planning Malaysia Journal and IOP Conference Series: Materials Science and Engineering. She can be reached through her email at uzairiah.kl@utm.my.

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Published

01-07-2025

How to Cite

Majid, N. A. ., Muhamad Ariff, N. R. ., Ismail, F., & Mohd Tobi, S. U. . (2025). Gap Analysis for the Facilities Management Services in Malaysian Government Office Buildings. Built Environment Journal, 22(2). https://doi.org/10.24191/bej.v22i2.936

Issue

Vol. 22 No. 2 (2025): Built Environment Journal

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Articles

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Copyright (c) 2025 Noor Azizah Majid, Nor Rima Muhamad Ariff, Faridah Ismail, Siti Uzairiah Mohd Tobi

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