Stakeholder service delivery expectations of military facilities management

Abdul Rahman Jumat, Vaughan Coffey, Martin Skitmore*

*Corresponding author for this work

Research output: Contribution to journalArticleResearchpeer-review

10 Citations (Scopus)
39 Downloads (Pure)


Purpose: The purpose of this paper is to examine the quality of service of a South East Asian country's military facilities management organisation. 

Design/methodology/approach: An interview survey and questionnaire survey were used to obtain a description and summary of stakeholders' expectations and the extent to which they were being satisfied by the services provided. 

Findings: The method provides a useful means of identifying and prioritising varying expectations between stakeholder groups and of indicating any mismatch in expectations in the management of military facilities. 

Social implications: The development and use of a method to test and improve the effectiveness and efficiency of the management of military facilities helps in providing better value for money. 

Originality/value: In addition to re-affirming Parasuraman's overall dimensions of service expectation, the empirical summary of the stakeholders' expectations obtained in this way is of practical value for the service provider in developing a strategy for expectation management. For the case studied, it is also apparent that although the current processes in service delivery are well understood by all involved stakeholders, there is a need for further improvement with regards to their expectation levels. It is also one of the very few reported studies on the management of military facilities.

Original languageEnglish
Pages (from-to)146-166
Number of pages21
JournalBuilt Environment Project and Asset Management
Issue number2
Publication statusPublished - Nov 2012
Externally publishedYes


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