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Tenants’ complaint handlings system towards the performance of shopping mall facilities / Aqilah Md Sharif and Hairul Nizam Mansor

Malaysia has been experience the increasing number of shopping mall which lead towards the focuses on facilities management. Property manager use complaint as a benchmark to enhance their product and quality of service towards the shopping mall facilities. Thus, complaint handling system play an imp...

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Main Authors: Md Sharif, Aqilah, Mansor, Hairul Nizam
Format: Conference or Workshop Item
Language:English
Published: 2019
Subjects:
Space (Architecture). Public spaces
Online Access:https://ir.uitm.edu.my/id/eprint/51153/1/51153.pdf
https://ir.uitm.edu.my/id/eprint/51153/
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spelling my.uitm.ir.511532022-02-28T01:47:11Z https://ir.uitm.edu.my/id/eprint/51153/ Tenants’ complaint handlings system towards the performance of shopping mall facilities / Aqilah Md Sharif and Hairul Nizam Mansor Md Sharif, Aqilah Mansor, Hairul Nizam Space (Architecture). Public spaces Malaysia has been experience the increasing number of shopping mall which lead towards the focuses on facilities management. Property manager use complaint as a benchmark to enhance their product and quality of service towards the shopping mall facilities. Thus, complaint handling system play an important role to improve and review the performance of an organization. However, the inability of property manager and ineffective quality service delivery to deal with customer complaint give tenant bad perception to the property manager. The purpose of this study is to provide insight of complaint handling system related to the performance of shopping mall facilities. This study uses mixed method which comprises quantitative and qualitative method by distributing questionnaires to the tenants and conducting interview with expertise. Management reacts positively towards the complaint system where they agreed that all the essential component is being implemented while tenants responded the opposite way regarding the quality service performance of the facilities. 2019 Conference or Workshop Item PeerReviewed text en https://ir.uitm.edu.my/id/eprint/51153/1/51153.pdf ID51153 Md Sharif, Aqilah and Mansor, Hairul Nizam (2019) Tenants’ complaint handlings system towards the performance of shopping mall facilities / Aqilah Md Sharif and Hairul Nizam Mansor. In: 4th Undergraduate Seminar on Built Environment and Technology 2019, 12th June 2019, UiTM Perak.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Space (Architecture). Public spaces
spellingShingle Space (Architecture). Public spaces
Md Sharif, Aqilah
Mansor, Hairul Nizam
Tenants’ complaint handlings system towards the performance of shopping mall facilities / Aqilah Md Sharif and Hairul Nizam Mansor
description Malaysia has been experience the increasing number of shopping mall which lead towards the focuses on facilities management. Property manager use complaint as a benchmark to enhance their product and quality of service towards the shopping mall facilities. Thus, complaint handling system play an important role to improve and review the performance of an organization. However, the inability of property manager and ineffective quality service delivery to deal with customer complaint give tenant bad perception to the property manager. The purpose of this study is to provide insight of complaint handling system related to the performance of shopping mall facilities. This study uses mixed method which comprises quantitative and qualitative method by distributing questionnaires to the tenants and conducting interview with expertise. Management reacts positively towards the complaint system where they agreed that all the essential component is being implemented while tenants responded the opposite way regarding the quality service performance of the facilities.
format Conference or Workshop Item
author Md Sharif, Aqilah
Mansor, Hairul Nizam
author_facet Md Sharif, Aqilah
Mansor, Hairul Nizam
author_sort Md Sharif, Aqilah
title Tenants’ complaint handlings system towards the performance of shopping mall facilities / Aqilah Md Sharif and Hairul Nizam Mansor
title_short Tenants’ complaint handlings system towards the performance of shopping mall facilities / Aqilah Md Sharif and Hairul Nizam Mansor
title_full Tenants’ complaint handlings system towards the performance of shopping mall facilities / Aqilah Md Sharif and Hairul Nizam Mansor
title_fullStr Tenants’ complaint handlings system towards the performance of shopping mall facilities / Aqilah Md Sharif and Hairul Nizam Mansor
title_full_unstemmed Tenants’ complaint handlings system towards the performance of shopping mall facilities / Aqilah Md Sharif and Hairul Nizam Mansor
title_sort tenants’ complaint handlings system towards the performance of shopping mall facilities / aqilah md sharif and hairul nizam mansor
publishDate 2019
url https://ir.uitm.edu.my/id/eprint/51153/1/51153.pdf
https://ir.uitm.edu.my/id/eprint/51153/
_version_ 1725975778509717504
score 13.211869

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