Persons with disability perception of facilities management service quality: hospital buildings in Malaysia.
Nuratiqah Aisyah AwangShirley Jin Lin ChuaAzlan Shah AliCheong Peng Au-YongAmaramalar Selvi NaickerBrenda Saria YuliawiratmanPublished in: International journal of health care quality assurance (2021)
This SERVQUAL tools can be improvised and used to measure the perception of PWDs on FM service quality systematically and holistically. Understanding the service quality aspect is important for a facility manager to precisely measure and prioritise what is truly important to the building users with special needs and try to accommodate this need in the management activity.