Efficient operation and maintenance (O&M) framework in managing stratified residential properties
Journal of Facilities Management
ISSN: 1472-5967
Article publication date: 22 March 2023
Issue publication date: 22 August 2023
Abstract
Purpose
To achieve efficient operation and maintenance (O&M) management, this study seeks to identify critical success factors (CSFs) affecting service delivery factors of O&M services at stratified residential buildings. The purpose of this study is to yield measurable data for developing an effective O&M framework to enhancing its performance. In future research, this study will further investigate the relationship between the CSF and service performance factors.
Design/methodology/approach
This study adopts a combination of qualitative and quantitative techniques that yields conclusive study findings while improving the research’s validity and dependability. Two series of instruments were conducted in an effort to refine the efficient O&M framework variables. Instruments used in addressing the research gap were a questionnaire survey and focus group discussion (FGD). Analysis of data was completed via the Statistical Package for the Social Sciences (SPSS) programme for quantitative data and thematic analysis for qualitative data.
Findings
This study concludes that the CSFs directly affect the performance of O&M. Questionnaire survey and FGD findings have refined the CSF into three main categories, namely, building characteristics, O&M management and community participation. FGD experts further suggested that service performance factors can be measured against SERVQUAL service qualities such as reliability, tangible, responsiveness, assurance and empathy.
Research limitations/implications
Future research may consider the inclusion of financial elements in the O&M service delivery.
Originality/value
This study presents a fresh insight into the CSFs that construct an efficient O&M framework through rigorous steps of data collection and analysis. This study proposes impactful guidance for policymakers, practitioners and residents on the significance of all parties’ involvement to support the management of residential buildings, where the current practice of O&M constantly faces complex issues. This study derives novice strategies that should correspond to the growing issues and challenges in managing residential buildings. The deeper insight into the role of O&M represents a direction for the future development of facilities management progress and stratified residential building sectors.
Keywords
Acknowledgements
The authors gratefully acknowledge the financial support of the University of Malaya Research Grant (UMRG), grant no. RP015D-15SUS, established at the University of Malaya, Sustainability Science Research Cluster.
Citation
Che-Ghani, N.Z., Myeda, N.E. and Ali, A.S. (2023), "Efficient operation and maintenance (O&M) framework in managing stratified residential properties", Journal of Facilities Management, Vol. 21 No. 4, pp. 609-634. https://doi.org/10.1108/JFM-10-2021-0124
Publisher
:Emerald Publishing Limited
Copyright © 2023, Emerald Publishing Limited