Participative Mechanisms to Improve Office Maintenance Performance and Customer Satisfaction

Buildings can be poorly maintained because of lack of understanding about the role of building maintenance in achieving the organization's objective and long-term profitability. The maintenance management is the agent that provides maintenance services to fulfill the needs of the organization. However, involvement of all of the key participants is the key to enhance maintenance planning, execution, and outcome whereby the participative mechanism involves the key participants dealing with the maintenance issues. Thus, this paper seeks to identify the participative mechanisms through a literature review. Then, a relationship between the mechanisms and maintenance performance through a questionnaire survey and interview is established. Finally, a regression model for prediction purposes is produced. The findings reveal that effective communication among the key participants is vital to enhance the maintenance performance. Therefore, this paper recommends that management should develop an effective communication platform involving all key participants, with contribution and commitment toward the maintenance activities. (C) 2014 American Society of Civil Engineers.