The Malaysian Vol.50 No.3 2015 2 m (x, y) x3 15 Research Into Bills Of Quantities (BQ): Where Can It Be Focused? Shamsulhadi Bandi ; Fadhlin Abdullah and Hamimah Adnan 25 Causes of Building Defects from the Perspective of Building Management: A Descriptive Survey Adi Irfan Che Ani, Ahmad Sairi, Suhana Johar, Mohd Zulhanif Abd Razak, Hafsah Yahaya 45 IPO of Al-Salam REIT 50 Interview with Malaysian Surveyor of the Year 2014 INVITATION FOR ARTICLE CONTRIBUTION The Malaysian Surveyor Journal ISSN: 2232-1292 (On-line) The Malaysian Surveyor is a high quality peer Peer Review Process Manuscripts are subject to review by the Editorial Board and review journal published quarterly online. The reviewers. publication aims at bringing together researchers, academicians, professionals, practitioners and General Guidelines for Submissions Article submissions should not exceed 10 pages, including all students to impart and share knowledge in the gures and tables (excludes the references). 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Dato’ Sr K. Sri Kandan, DIMP, FRISM, FAIQS, FRICS Hon. Secretary General Sr Ang Fuey Lin, FRISM CONTENTS Peer Review Articles EDITORIAL BOARD Editor Pg6 Building Occupants’ Satisfaction To Facility Prof. Sr Dr. Ting Kien Hwa, FRISM Management Services: A Case Of Educational Building In Malaysia Members Syahrul Nizam Kamaruzzaman, Nur Humairak binti Nordin, Chen Jia Woon Assoc. Prof. Sr Dr. Syahrul Nizam Kamaruzzaman, FRISM Assoc. Prof. Sr Dr. Adi Irfan Che Ani, MRISM Assoc. Prof. Sr Dr. Norngainy Mohd Tawil, MRISM Pg15 Research Into Bills Of Quantities (BQ): Where Can It Assoc. Prof. Sr Dr. Mohd Sanusi S. Ahamad, MRISM Be Focused? Sr Dr. Tan Liat Choon, MRISM Shamsulhadi Bandi, Fadhlin Abdullah and Hamimah Adnan Sr Dr. Yasmin Mohd Adnan, FRISM, MRICS Sr Mohamad Shazali Sulaimanm, FRISM Pg25 Causes of Building Defects from the Perspective of Secretary to the Board Building Management: A Descriptive Survey Zarinah bt. Danial Adi Irfan Che Ani, Ahmad Sairi, Suhana Johar, Mohd Zulhanif Abd Razak, Hafsah Yahaya INTERNATIONAL ADVISORY BOARD Prof. Chitra Weddikkara University of Moratuwa, Sri Lanka Pg34 Malaysian Public Listed Companies Diversifying Prof. Graeme Newell Into Property Development – Rationale and Challenges University of Western Sydney, Australia Chow Wen Yan Sr Noushad Ali Naseem Ameer Ali, PPRISM Massey University, Auckland, New Zealand Professor Michael Riley Property Watch Liverpool John Moores University, Liverpool, United Kingdom Pg45 IPO Of The Fourth Islamic REIT On Bursa Malaysia: Al-Salam REIT Professor Sr Dr. Ting Kien Hwa Pg47 CCRIS And The Creditworthiness Of Potential Property Buyers And Tenants Professor Sr Dr. Ting Kien Hwa 06 Royal Institution of Surveyors Malaysia 3rd Floor, Bangunan Juruukur No. 64-66, Jalan 52/4 46200 Petaling Jaya Selangor Darul Ehsan t: +603 7954 8358 (hunting line) / 7956 9728 / 7955 1773 f: +603 7955 0253 e: [email protected] w: www.rism.org.my PUBLISHING CONSULTANT & CREATIVE DESIGN Paul & Marigold (DeCalais Sdn Bhd) 15 G-1-1, Plaza Damas, 60, Jalan Sri Hartamas 1 Sri Hartamas, 50480 Kuala Lumpur T +603 6201 0725/6206 3497 F +603 6210 0756 E: [email protected] 34 50 Interview Pg50 Interview With Dato’ Sr Hj Muhammad Nawawi Hj Mohd Arshad, Malaysian Surveyor of the Year 2014 Professor Sr Dr. Ting Kien Hwa RISM Activities Pg54 RISM Councillors’ Visit To Johor Branch Pg56 RISM Sabah Branch 33rd Annual Dinner cum Installation Night Regulars Pg58 List Of New Members 25 54 56 ‘Sr’ is the abbreviation for surveyors and was fi rst mooted by RISM in 2005 and used by all RISM members since 2006 as a badge of identity for surveying professionals. The Malaysian Surveyor is a quarterly publication which covers the development of the surveying profession, innovations in the surveying technology and surveyors’ contribution towards the property market and building industry. The Institute as a body does not hold itself responsible for statements made or opinions expressed in the articles and advertisements printed in this publication, or for the strict accuracy of references to law cases, which are intended only as a gloss on authorised reports. Rights of translation and reproduction reserved. PEERPEER REVIEWREVIEW Syahrul Nizam Kamaruzzaman *, Nur Humairak binti Nordin, Chen Jia Woon Department of Building Surveying, Faculty of Built Environment, University of Malaya Email: [email protected] Building Occupants’ Satisfaction To Facility Management Services: A Case Of Educational Building In Malaysia In an effort to standardise the evaluation of educational facilities, the evaluative criteria derived from the occupants in educational buildings needed to be measured in terms of quality of building facilities for their general conditions and suitability for education. This paper aims to access the level of satisfaction of building occupants to the FM services delivered to them. A questionnaire study was carried out with selected educational building. From the result that is earned, the average mean of occupants’ satisfaction level marked the satisfi ed level in cleanliness, cafeteria and building maintenance. However, there are parts that need some improvement to ensure the services provided fulfi l the customers’ expectations and requirements buildings. Keywords: occupant satisfaction; educational building; Malaysia; survey. 6 Vol.50 No.3 2015 1.0 Introduction experience is measured by the help of user satisfaction (Heidi and Nils, 2007). Therefore, we need to see or access the satisfaction of the users to ver the past decade, ensure the effectiveness of the services provided. thousands of higher educational buildings 2.0 Customer Satisfaction have been planned, designed and Satisfaction is an overall customer attitude towards a service provider, or an constructed in Malaysia emotional reaction to the difference between what customers anticipate and and only a small fraction will ever be what they receive, regarding the fulfi lment of some needs, goals or desire O (Hansemark and Albinson, 2004; Jusuf and Biljana, 2011). evaluated against the building facility needs of students and academicians. Tucker and Pitt (2009) claim that performance measurement studies in FM In an effort to standardise the have tended to focus on how FM organisations can manage performance evaluation of educational facilities, the strategically to achieve added value and more effi cient service delivery evaluative criteria derived from the (Amaratunga and Baldry, 2000, 2002, 2003; Hinks and McNay, 1999; Kincaid, occupants in educational buildings 1994 and Pitt and Tucker, 2008), and the importance of benchmarking, needed to be measured in terms of which have arguably lean towards more fi nancially orientated factors quality of building facilities for their (McDougall and Hinks, 2000; Wauters, 2005; Varcoe, 1996). However, general conditions and suitability for Tucker and Pitt (2009) contend that the level of performance measurement education. In the current situation research in FM that focuses on customer satisfaction is fairly limited. where people concern about Moreover, Tucker and Smith (2008) emphasise the importance of gaining sustainable environment, building customer perceptions through performance measurement to add value to occupants seeks to obtain comfort an organisations service delivery, however, methods of gaining customer and effi ciency, especially in higher satisfaction within FM tend to be quantitative in nature (Sarshar and Pitt, educational buildings (Natasha et. al., 2009), focusing on customer satisfaction surveys and can miss out on 2011). important issues. Malaysia, which is located in Customer satisfaction is determined by the customers’ perceptions and tropical climate region, is naturally expectations of the quality of the products and services. In many cases, hot and humid. Because of this customer perception is subjective, but it provides some useful insights for situation, the majority of buildings organisations to develop their marketing strategies (Kincaid, 1994). in Malaysia served air-conditioning and mechanical ventilation systems to maintain a thermally comfortable 3.0 Research Methodology and Findings indoor environment. Following a literature review, a quantitative method of data collection is adopted in this study. A total of 400 questionnaires were distributed to The rapid development of higher the building occupants of Menara UniKL which included the staff and institutional building which is the students answering the questions. Out of 400 questionnaires, 270 normally located in the suburban questionnaires were