Key success factors of building management in large and dense residential estates

Abstract

Purpose

Identifies major issues related to building management in the context of large and dense residential estates. Aims to understand the relationship between the owners and the building management company and determine the keys to success for building management in large and dense residential estates.

Design/methodology/approach

Field interviews are conducted with the management committees of three residential estates. Semi‐structured questions are asked. A model of service quality is applied in the context of building management.

Findings

A framework of the context of building management is constructed. The relationship among the management committee and the building management company is a partnership. Guidelines for narrowing possible service gaps in the process of building management are proposed. Key success factors of building management are identified.

Research limitations/implications

The sample size is small. This study reflects the field practice of outsourced building management of a few large and dense residential estates in Hong Kong. Further validation is necessary elsewhere.

Practical implications

This is a useful source of information for building owners and service providers to effectively implement building management.

Originality/value

The context of building management is graphically represented. The gap model of service quality is applied in the study of the process of service delivery of building management.

Citation

Hui, E.Y.Y. (2005), "Key success factors of building management in large and dense residential estates", Facilities, Vol. 23 No. 1/2, pp. 47-62. https://doi.org/10.1108/02632770510575893