Measuring the performance of office buildings maintenance management in Malaysia

Purpose - The purpose of this paper is to identify the key aspects of performance measurement for maintenance management of office buildings, in order to enhance maintenance service delivery. Design/methodology/approach - A mixed method was adopted with the selection of five buildings as the case studies. In total, 1,230 questionnaires were distributed to the end-users of the buildings. Findings - This paper proposes a performance measurement system that is proved to be practical and suitable to measure the effectiveness of maintenance service delivery of office buildings. Research limitations/implications - Future research could focus on developing a performance measurement system from a strategic approach. Practical implications - The proposed performance measurement system is anticipated to facilitate the evaluation process for maintenance providers, as it has taken into account the key elements of a maintenance management system. Originality/value - The outcomes of this research are significant in their own right but also serve as a platform for future research in this area.