Examining and comparing the facility management services of two universities: Asia and Europe perspectives

The role of facility management (FM) is imperative in providing good and reliable services and supporting the core business of an organisation including a university. This research aims at examining FM services in two universities, one in Europe (Uni E) and another in Asia (Uni A). From past research, the categories and factors of FM services were identified and a questionnaire was developed. The survey consists of questions related to the expected frequencies and the satisfaction of the services. Frequencies of services in Uni E are according to or higher than the expectations, while Uni A needed to increase the frequency of five services to fulfil the expectations. In terms of satisfaction, a few services were found to be below the satisfaction level in each university. A comparison test found some significantly different satisfactions between the two universities and, interestingly, not all with higher satisfaction for Uni E as expected.