A Preliminary Study of Determining the Factors Affecting Customer Satisfaction Towards the Facilities Management Services at The Shopping Malls in Sarawak
Nowadays, shopping mall industry in Malaysia is known as the key contributor to the Malaysian economy. Besides, the success rate of shopping centers is determined by many factors, but customer satisfaction is believed to be the most important success factor. Therefore, it is important to identify the level of customer satisfaction with the shopping malls and how facilities management (FM) can affect the services. The objectives of the study are to assess customer satisfaction with facilities management (FM) services at the shopping malls and to provide recommendations for improvement. The data was collected through literature studies, distribution of questionnaire surveys and interviews at shopping malls in major cities of Sarawak.