FACILITIES MANAGEMENT IN HIGHER EDUCATION INSTITUTION: A CASE STUDY OF NUS

Abstract

The role of facilities management in the economy is gaining recognition. It is very important for every organization to practice effective facilities and property management. In order to do that, there is need for performance measures in facilities management so as to enable the management to make key improvements at appropriate times. The purpose of this dissertation is to examine the role of facilities management in a higher education institution, the National University of Singapore and to assess the quality of the service provided by the facilities management department using the SERVQUAL instrument. It was found that the users were generally satisfied with the quality of the services investigated, e.g. Estate management, Dining, Transportation and Security, although most of them will welcome improvements in some of the services. This study illustrates how the performance of services provided in higher education institution can be measured to identify key areas where improvements can be made.