Content area
Abstract
This thesis is concerned with the improvement of facilities management theory in performance measurement through a study of the application of some core principles of performance management and service management. The theories reviewed prove that, in service organisations, customers rely on facilities in the evaluation of organisation performance, and, in the context of higher education institutions, facilities are among the most crucial resources in the United Kingdom. This thesis sets out to investigate this gap in the theory. The research attempts to establish the importance of students as customers in higher education institutions in providing facilities performance of quality. The survey was conducted using a questionnaire aimed primarily at identifying the facilities management factors that influence students� satisfaction, most within higher education institutions, and providing a focussed study for the qualitative technique of data collection. The survey result reveals that the library is the highest prioritised factor in higher education which is associated with the facilities management function. Qualitative research was undertaken to gain insight from the students on the library facilities performance criteria that they preferred. Specifically, Repertory Grid Technique interviewing, a method underpinned by Kelly�s Personal Construct Psychology (Kelly, 1950) was used. The thesis illustrated how the survey result helps in identifying the facilities performance indicators. The macro-dash framework developed shows the link between the results of the survey and the findings from the Repertory Grid interviews. The ultimate aim is to develop a conceptual framework of library facilities performance. The conceptual framework of library facilities performance developed explains the generic library facilities performance, the key indicators and the detail design criteria. It outlines the concerns which arise in trying to explain the level of facilities performance indicators of library servicescapes within higher education institutions.