Service quality for facilities management in hospitals [electronic resource] / Low Sui Pheng, Zhu Rui.
Low, Sui Pheng, author.; Rui, Zhu, author.
2016
RA967.75
Available Online

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Title Service quality for facilities management in hospitals [electronic resource] / Low Sui Pheng, Zhu Rui.
Author Low, Sui Pheng, author.
ISBN 9789811009563 (electronic book)
9811009562 (electronic book)
9789811009556
Published Singapore : Springer, 2016.
Language English
Description 1 online resource (xiv, 146 pages) : illustrations
Call Number RA967.75
Dewey Decimal Classification 362.11068
Summary This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore's hospitals from the patient's perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management. The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hospitals. Although the book was written from the perspective of FM service quality for hospitals, the findings and recommendations are also relevant for other non-healthcare sectors where appropriate lessons may also be drawn for FM and service quality in general. It will particularly benefit Quality Managers, Facilities Managers and Hospital Administrators.
Bibliography, etc. Note Includes bibliographical references.
Access Note Access limited to authorized users.
Source of Description Online resource; title from PDF title page (SpringerLink, viewed May 18, 2016).
Added Author Rui, Zhu, author.
Available in Other Form Print version: Sui Pheng, Low. Service quality for facilities management in hospitals. Singapore : Springer, c2016 9789811009556
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Record Appears in Online Resources > Ebooks
All Resources
Introduction
Facilities Management and Singapore's Healthcare System
SERVQUAL, the Kano model and QFD
Conceptual Framework
Research Methodology
Data Analysis
Discussions
Conclusions.

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