Proceedings of the 2nd International Conference on Design Industries & Creative Culture, DESIGN DECODED 2021, 24-25 August 2021, Kedah, Malaysia

Research Article

Measuring Facilities Management Practice and Consumers' Satisfaction: A Case Study of Shopping Malls in Sarawak

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  • @INPROCEEDINGS{10.4108/eai.24-8-2021.2315317,
        author={Adibah  Yusuf and Khairul Aidil Azlin  Abdul Rahman and Wan Noor Faaizah  Wan Omar and Nadzirah  Yusuf and Farah  Zaini and Nangkula  Utaberta and Adam Andani  Mohammed},
        title={Measuring Facilities Management Practice and Consumers' Satisfaction: A Case Study of Shopping Malls in Sarawak},
        proceedings={Proceedings of the 2nd International Conference on Design Industries \& Creative Culture, DESIGN DECODED 2021, 24-25 August 2021, Kedah, Malaysia},
        publisher={EAI},
        proceedings_a={DESIGN-DECODED},
        year={2022},
        month={3},
        keywords={facilities management shopping mall physical facilities consumer design sarawak},
        doi={10.4108/eai.24-8-2021.2315317}
    }
    
  • Adibah Yusuf
    Khairul Aidil Azlin Abdul Rahman
    Wan Noor Faaizah Wan Omar
    Nadzirah Yusuf
    Farah Zaini
    Nangkula Utaberta
    Adam Andani Mohammed
    Year: 2022
    Measuring Facilities Management Practice and Consumers' Satisfaction: A Case Study of Shopping Malls in Sarawak
    DESIGN-DECODED
    EAI
    DOI: 10.4108/eai.24-8-2021.2315317
Adibah Yusuf1,*, Khairul Aidil Azlin Abdul Rahman2, Wan Noor Faaizah Wan Omar3, Nadzirah Yusuf4, Farah Zaini1, Nangkula Utaberta5, Adam Andani Mohammed1
  • 1: University Malaysia Sarawak (UNIMAS), 94300 Kota Samarahan, Sarawak
  • 2: Faculty Design and Architecture, Universiti Putra Malaysia
  • 3: Universiti Teknologi MARA, Kedah Branch
  • 4: National University of Malaysia, 43600 Bangi, Selangor
  • 5: University Tun Hussein Onn Malaysia (UTHM), 86400 Parit Raja, Batu Pahat Johor
*Contact email: yadibah@unimas.my

Abstract

This article intends to impart a clearer perception on the satisfactory on consumers' experiences in shopping malls from the facilities management (FM) practices perspective. In achieving commercial prosperity, shopping malls often neglect their obligation to fulfill consumers' satisfaction experience. Therefore, an integration between Mall and the FM is crucial in order to create functionality and provide significant value to the business and meet consumers' expectations. This study is designed to evaluate the physical facilities of selected shopping malls in Sarawak and to determine the aspects which contribute to the malls' success in meeting consumer needs. Visits to two selected malls and thorough observation of their facilities were documented as findings. A survey on facility management methods in malls was distributed to consumers who visits the selected malls and the results were analysed to determine the study's significance. The findings revealed that physical facilities of the mall, as well as consumer satisfaction, play a role on the reason people prefer one mall over another.