Journal of Facilities Management最新文献

{"title":"Exploring the key risk factors impeding the performance of highway construction projects: an evidence from Nigeria","authors":"Sani Reuben Akoh, Ming Sun, Stephen Ogunlana, A. Mahmud","doi":"10.1108/jfm-05-2023-0052","DOIUrl":"https://doi.org/10.1108/jfm-05-2023-0052","url":null,"abstract":"Purpose\u0000Construction projects, and particularly highway infrastructures, are known to be major contributors to the socio-economic growth of developing countries. However, these types of projects are infamous for being highly risky due to the interplay of numerous risk factors. This study aims to explore the key risk factors impacting on the performance of highway infrastructure projects in Nigeria from the contextual viewpoint of key industry stakeholders.\u0000\u0000Design/methodology/approach\u0000Qualitative data was collected using semi-structured interviews. Specifically, 17 in-depth expert interviews were conducted with experienced stakeholders in the highway sector of the Nigerian construction industry. The collected data was transcribed and analysed using an established coding framework (grounded on case study approach, principles of thematic analysis and saliency analysis).\u0000\u0000Findings\u0000Overall, 17 key risks were identified from the data analysis process, and 6 risks were recognised as the most significant, based on the combination of prevalence of occurrence and significance of the coded information. The six top risks were: change in government, corruption, cost of construction materials, inflation, project funding issues and construction project delay. However, the first two of these risks (change in government and corruption) are politically related, which is specific and unique to the setting of Nigeria and thus might be seen as discouraging indicators that could have an impact on attracting foreign investors/contractors to Nigeria.\u0000\u0000Originality/value\u0000The study addressed the gap related with identifying context-specific risk factors impeding the performance of highway projects in Nigeria from the viewpoints of industry experts. It is expected that the findings will provide a better insight into the various risk factors and thus aid relevant policymakers to provide context-specific mitigating strategies.\u0000","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-05-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141098101","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Perceived conditions of public open spaces (POS) and their associated impact in Kano, Nigeria: resident and patrons account","authors":"H. Agbabiaka, Fatima Idris Yusuf, Shakirat Oladayo Yussuf, Edidiong Ukpong","doi":"10.1108/jfm-11-2021-0142","DOIUrl":"https://doi.org/10.1108/jfm-11-2021-0142","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to examine the impact of public open spaces (POS) on host community in Kano Metropolis.\u0000\u0000\u0000Design/methodology/approach\u0000Two sets of questionnaires and participant observation were used to collect data for the study. The questionnaires were used to elicit information on the socioeconomic characteristics of residents and users, a total of 140 residents and 70 users were selected for the study using random sampling without replacement.\u0000\u0000\u0000Findings\u0000Findings revealed majority of the residents earn above 25,000 naira monthly with a percentage of 32.85% while patrons were dominated by respondents that earn below 25,000 monthly. Also, majority of the respondents (94%) have received formal education. Further findings revealed that POS in Kano Metropolis plays an important role in encouraging recreational activities; although some of the open spaces were to some extent declined, the study confirmed the existence of 28 open spaces from the underlying 35 POS within the metropolis. It is noteworthy to note that males were found to be more (80.9%) among users of all the open spaces in the study area with the least participation from their female counterparts. The study further revealed that the adverse effects faced by users of POS and members of the host communities comprised of lack of facilities within the open space, inadequate security, inadequate lighting, lack of vegetation cover, poor parking spaces, breaching the public peace while the residents perceived the open space as means of obstruction of public facilities, causes accident, causes traffic congestion, environmental pollution, increase in accident, obstruction of public facilities, increased accident, degrades the environment, breaching of public peace, traffic congestion and obstruction of public facilities.\u0000\u0000\u0000Originality/value\u0000The outcome of the study will raise the awareness of the people on the importance, conditions of facilities and the impact associated with the usage of open spaces on adjoining residence. It will also inform stakeholders the modalities to prevent further decline or conversation of open space to other land use and promote proper management of open space facilities and mitigate its likely negative impact on the environment. This will contribute toward achieving Sustainable Development Goal 11.\u0000","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-05-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140961831","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Effect of blockchain technology adoption on construction supply chain: a structural equation modelling (SEM) approach","authors":"Taofeek Tunde Okanlawon, Luqman Oyekunle Oyewobi, Richard Ajayi Jimoh","doi":"10.1108/jfm-07-2023-0077","DOIUrl":"https://doi.org/10.1108/jfm-07-2023-0077","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The construction industry is frequently scrutinised by the public for a variety of issues, including waste, inefficiency, narrow profit margins, scheduling setbacks, budget overruns, quality concerns, trust deficits, transparency issues, coordination challenges, communication issues and fraud. The purpose of this paper is to assess the effect of blockchain technology adoption on the construction supply chain.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This study used a quantitative research approach through a questionnaire survey that was conducted among professionals in the Nigerian construction industry using the snowball sampling method, which resulted in a selection of 155 respondents. The collected data were analysed using partial least squares structural equation modelling, enabling a thorough assessment of the proposed relationships and offering valuable insights specific to the construction industry.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The study’s findings validated the conceptual framework established. The results indicated that implementing blockchain across all stages of the construction supply chain has the potential to improve the construction process. The study also revealed that blockchain technology will significantly affect the construction supply chain in a positive manner.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This research was carried out in the South-western region which is one of the six geo-political zones in Nigeria using a cross-sectional survey method. The study holds implications not only for local construction practices but will also contribute to the broader discourse on national construction sector challenges and possible solutions.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The findings of this study will be immensely beneficial to both professionals, practitioners and stakeholders in the Nigerian construction industry in learning about the potential of blockchain technology application in improving the construction supply chain.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The study in this paper constructed and evaluated a conceptual framework by exploring the connections between the variables. The results have significant implications for the construction sector, as they provide avenues for enhancing the construction process and the overall supply chain. These findings are valuable for researchers examining the potential effects of blockchain technology on the construction supply chain.</p><!--/ Abstract__block -->","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-05-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140927209","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"How carbon trading contributes to reduction in emission of greenhouse gases: a narrative literature review","authors":"Augustine Senanu Komla Kukah, Jin Xiaohua, Robert Osei-Kyei, Srinath Perera","doi":"10.1108/jfm-08-2023-0094","DOIUrl":"https://doi.org/10.1108/jfm-08-2023-0094","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to undertake a review of how carbon trading contributes to a reduction in emission of greenhouse gases (CHGs).</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A narrative literature review approach was adopted to identify and synthesise existing literature using the Scopus and Web of Science databases. Articles were limited to the past 10 years to obtain the most current literature. The various ways in which carbon trading leads to reductions in emissions were identified and discussed.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results showed that the main ways in which carbon trading contributes to reductions in emissions are through innovation in low-carbon technologies, restoration of ecosystems through offset money, development of renewable and clean energy and providing information on investment related to emissions.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The value of this study is to contribute to the built environment’s climate change mitigation agenda by identifying the role of carbon trading.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The output of this research identifies and contextualises the role carbon trading plays in the reduction of CHG emissions.</p><!--/ Abstract__block -->","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-05-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140830843","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"An empirical investigation on the use of building handover information and its quality requirements for commercial building management","authors":"Janet Chang, Ajith Parlikad","doi":"10.1108/jfm-05-2023-0059","DOIUrl":"https://doi.org/10.1108/jfm-05-2023-0059","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Global building failures, such as the Grenfell Tower fire in London, UK, emphasised the need for trustworthy building handover information for safety. However, a notable gap remains in understanding how reliable handover information can ensure the safety of occupants. This study aims to investigate the use and essential quality of handover information to understand the effects of the quality of information on the management of commercial buildings.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Ninety-four participants from nine organisations who regularly use handover information to manage multiple commercial buildings participated in the semi-structured interviews. Qualitative thematic coding using interview transcripts was performed to identify the utilisation of handover information and its quality requirements.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This study reveals that as-built drawings and product information are predominately used to fulfil statutory obligations, comply with the organisation’s internal policies, evaluate asset valuation and make informed decisions about capital investment and operating expenses. The quality dimensions of “accuracy”, “timeliness”, and “completeness” are preferred in combination to achieve desired outcomes.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This study focused on using handover information in the management of commercial buildings. However, its results can offer valuable perspectives for improving its application across various sectors in the built environment.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The findings affirm the need for quality handover information for safety, compliance and efficient management in commercial buildings.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research significantly contributes to the current knowledge of handover information in the building sector. Given the study findings, building owners are equipped to define specific handover information requirements and quality requisites.</p><!--/ Abstract__block -->","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-05-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140830560","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Unveiling the dynamics of social distancing intentions in India: a comprehensive analysis integrating health belief and planned behavior models","authors":"Anup Kumar","doi":"10.1108/jfm-02-2023-0022","DOIUrl":"https://doi.org/10.1108/jfm-02-2023-0022","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The COVID-19 outbreak reached a critical stage when it became imperative for public health systems to act decisively and design potential behavioral operational strategies aimed at containing the pandemic. Isolation through social distancing played a key role in achieving this objective. This research study examines the factors affecting the intention of individuals toward social distancing in India.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A correlation study was conducted on residents from across Indian states (<em>N</em> = 499). Online questionnaires were floated, consisting of health belief model and theory of planned behavior model, with respect to social distancing behavior initially. Finally, structural equation modeling was used to test the hypotheses.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results show that perceived susceptibility (PS), facilitating conditions (FC) and subjective norms are the major predictors of attitude toward social distancing, with the effect size of 0.277, 0.132 and 0.551, respectively. The result also confirms that the attitude toward social distancing, perceived usefulness of social distancing and subjective norms significantly predict the Intention of individuals to use social distancing with the effect size of 0.355, 0.197 and 0.385, respectively. The nonsignificant association of PS with social distancing intention (IN) (<em>H1b</em>) is rendering the fact that attitude (AT) mediates the relationship between PS and IN; similarly, the nonsignificant association of FC with IN (<em>H5</em>) renders the fact that AT mediates the relationship between FC and IN.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The results of the study are helpful to policymakers to handle operations management of nudges like social distancing.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The research is one of its kind that explores the behavioral aspects of handling social nudges through FC.</p><!--/ Abstract__block -->","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-03-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140322756","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Sustainable facilities management in the built environment: a bibliometric review","authors":"Ama Darkwah Osei Assibey Antwi, A. Afful, Joshua Ayarkwa, A. Dodoo, Safowaa Osei-Tutu, A. K. Danso","doi":"10.1108/jfm-05-2023-0056","DOIUrl":"https://doi.org/10.1108/jfm-05-2023-0056","url":null,"abstract":"\u0000Purpose\u0000This study aims to review the status quo, current state of research, research hot themes and research gaps in sustainable facilities management (SFM) in the built environment (BE) through an extant literature review.\u0000\u0000\u0000Design/methodology/approach\u0000To map and analyze knowledge paths in the context of SFM research, a sequential explanatory mixed-method review involving bibliometric and content analysis was used to help identify current research trends, research hot themes and knowledge gaps. The Scopus search engine was used to find 169 relevant articles. For a better understanding of the literature accumulated, a bibliometric analysis was carried out by using VOSviewer to reveal current research themes, the status quo and current state of research as well as research gaps.\u0000\u0000\u0000Findings\u0000Through the literature review and content analysis, the current research themes on SFM revealed from the study include green building technologies, assessment methods of SFM, smart buildings and building information modeling. The research hot themes in SFM include smart buildings and green building technologies, green buildings (GB), architectural and building designs in the university sector, assessment methods in buildings and decision-making and the adoption of asset and facility management in the university sector. Indoor air pollution, intelligent buildings, climate change, maintenance, environmental management, facilities, historic preservation, environmental performance, energy management, etc. are the research gaps identified from the study, and these serve as potential areas for future research studies under SFM. It was recognized that facilities managers are increasingly involved with sustainability policies within their organizations and are developing sustainability agendas to keep up with the changing nature of the facilities management (FM) profession.\u0000\u0000\u0000Practical implications\u0000The findings of this study hold relevance to the FM practice, as the integration of SFM by facilities managers can lead to waste reduction, decreased operating expenses and reduced energy consumption. In addition, occupants of sustainable buildings experience improved conditions that contribute to better health and productivity, thus boosting their overall well-being. Consistent with the themes of smart buildings and green technologies, revealed to be the hot themes in the SFM research scope, properties with sustainable features can command higher rental rates and property values, appealing to a broader range of stakeholders. SFM practices in universities can aid in saving money from reduced facility operational costs and improve the image of institutions while creating better indoor environments for students and staff. The analyses of countries involved in research can open doors for the establishment of research groups and the development of collaboration between universities in different countries researching similar topics of interest.\u0000\u0000\u0000Originality/value\u0000The geographic","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-03-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140365244","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Role of perceived risks and perceived benefits on consumers behavioural intention to use Buy-Now, Pay-Later (BNPL) services","authors":"Vijay Amrit Raj, Sahil Singh Jasrotia, Siddharth Shankar Rai","doi":"10.1108/jfm-01-2023-0004","DOIUrl":"https://doi.org/10.1108/jfm-01-2023-0004","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Perceived risk and benefits have been proposed as crucial elements in consumers’ technology adoption intention. Therefore, this study aims to use the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) framework, with perceived risks and benefits, to explore how they affect consumers’ Buy-Now-Pay-Later (BNPL) behavioural intention.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>An online survey was conducted among 537 users of BNPL. Partial least square structural equation modelling analysis was performed to examine the hypothesized relationships.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The study found that perceived benefits, performance expectancy, effort expectancy, habit and social influence increase consumers’ behavioural intention towards BNPL. In contrast, perceived risk reduces the consumer’s intention to use. Additionally, the study revealed that consumers’ intention towards BNPL services positively affects their usage.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The lack of information makes consumers hesitant to use BNPL. Therefore, marketers should optimize facilitating conditions, such as user-friendly interfaces, accessible resources and efficient customer support, which should be the business strategy of BNPL service providers to ensure a seamless user experience.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The research empirically investigates the effect of perceived benefits on consumer behavioural intention. This contribution is crucial because while there was speculation about benefits as a driving force to consumers’ adoption intention, there was a lack of sufficient empirical evidence to support it.</p><!--/ Abstract__block -->","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-02-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139925280","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"COVID-19 and CFO performance: evidence of large and medium-size companies","authors":"Grzegorz Zimon, Mahdi Salehi, Samaneh Kalateh Arabi","doi":"10.1108/jfm-05-2023-0054","DOIUrl":"https://doi.org/10.1108/jfm-05-2023-0054","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This paper aims to investigate the relationship between the impact of COVID-19 on the performance of financial managers of medium and large companies.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This research used the data of 173 listed large and over-the-counter as medium-size companies from 2018 to 2021. The results of these tests have been analyzed using panel data and STATA 15 software.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results showed that COVID-19 has no significant relationship with the return on equity in large and medium-size companies. This variable does not significantly affect Tobin’s Q index in medium-size companies either. Other financial indicators examined in this research have decreased considerably in all companies under the influence of COVID-19. Still, the intensity of this effect is different in large and medium-size companies. Funds from borrowings and Tobin’s Q ratios in medium-size companies compared with large companies have been more severely affected by the COVID-19 disease; the return on assets, book value to market value and large companies compared with medium-size companies have been more severely and significantly affected by COVID-19; and financing funds through the issuance of shares in large companies and medium-size companies have been affected by COVID-19 almost equally.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Despite the studies related to financial crises and their effect on the performance of companies, no research has examined the financial performance indicators during the outbreak of COVID-19 in large and small companies. Therefore, the results of this research can affect different groups: financial managers and the board of directors of companies to better understand the impact of the corona disease on the company’s performance; investors benefit from research results in line with investment decisions; developing theory and educational topics for the benefit of students and studying and conducting more experimental research in this regard; and the stock exchange organization and regulatory and support institutions need to find out the depth of the disaster and the effect of COVID-19 on the performance of companies.</p><!--/ Abstract__block -->","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-01-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139398245","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Tenant satisfaction and property reputation of trade centers in Surabaya, Indonesia","authors":"Robby Adi, Anastasia Njo","doi":"10.1108/jfm-02-2023-0023","DOIUrl":"https://doi.org/10.1108/jfm-02-2023-0023","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Trade centers are operationally run by a property manager as a delegate of the property owner. The dimensions of service quality (SERVQUAL), which include tangibles, assurance, empathy, reliability and responsiveness, are vital to be implemented as the duties of property managers when providing service to tenants to maintain tenant satisfaction and property reputation. This study aims to understand the effects of the SERVQUAL dimensions, the role of property management and the quality of rental value on tenant satisfaction and property reputation.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The sample was gathered using the purposive sampling technique with the criteria of being a tenant and kiosk owner in trade center properties in Surabaya. Data were gathered using questionnaires, from which 100 respondents were acquired. It was then analyzed using the partial least square structural equation model (SEM) in the SmartPLS 3.0 program to test the hypothesis.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results of this study prove that the SERVQUAL dimensions – assurance, empathy and responsiveness – significantly influence tenant satisfaction with the mediating variable of the role of property management. Moreover, the SERVQUAL dimensions – empathy, reliability and responsiveness – significantly influence property reputation with the mediating variable of the role of property management.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Property managers are expected to proactively map out different service measures related to the dimension of satisfaction by conducting service training programs for their employees. In fact, in the post-pandemic period, property managers require new marketing strategies, such as leaseback, to effectively carry out renovations of the trade center’s public facilities and restructure the tenant mix.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Trade centers as trading areas experience management limitations because of the prohibition of mass gatherings during the COVID-19 pandemic, resulting in a limited number of onsite trading. Tenants who have entered into a long-term contract experience loss and rely on the aid of property management to survive. The role and quality of service of property management influence tenants’ satisfaction post-COVID-19 pandemic.</p><!--/ Abstract__block -->","PeriodicalId":46544,"journal":{"name":"Journal of Facilities Management","volume":null,"pages":null},"PeriodicalIF":1.9,"publicationDate":"2024-01-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139374163","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}