02862cam a22003615i 4500 PIMLIB 20250707155838.0 m |o d | cr ||||||||||| 160512s2016 si |||| o |||| 0|eng 2019766370 9789811092930 TX911.3.M27 .SU948S Sui Pheng, Low, author. Service Quality for Facilities Management in Hospitals / by Low Sui Pheng, Zhu Rui. 1st ed. Singapore : Springer Singapore : Imprint: Springer, 2016. (XIV, 146 pages 17 illustrations) Introduction -- Facilities Management and Singapore's Healthcare System -- SERVQUAL, the Kano model and QFD -- Conceptual Framework -- Research Methodology -- Data Analysis -- Discussions -- Conclusions. 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. Description based on publisher-supplied MARC data. Facility management. Health care management. Health services administration. Practice of medicine. Facility Management. Health Care Management. Practice and Hospital Management. 34 0011-1 บริหารธุรกิจมหาบัณฑิต สาขาการจัดการธุรกิจการค้าสมัยใหม่ TMBA (ป.โท) Rui, Zhu, author. pim lcc BK 0 2 1000242 1000242 0 0 lcc 0 0 BKE PIMLIB PIMLIB GEN-EN 2023-08-25 เดอะรีดเดอร์เพรส 7460.00 01300000111650 14 1 TX911.3.M27 .SU948S 2016 32550000515951 2023-10-26 2023-10-17 7460.00 2023-08-25 BK 0 0 lcc 0 0 BKE PIMLIB PIMLIB GEN-EN 2023-08-25 เดอะรีดเดอร์เพรส 7460.00 01300000111651 14 0 TX911.3.M27 .SU948S 2016 32550000515952 2023-08-25 C.2 7460.00 2023-08-25 BK 0 0 lcc 0 0 BKE PIMLIB PIMLIB GEN-EN 2023-08-25 เดอะรีดเดอร์เพรส 7460.00 01300000111652 14 1 6 TX911.3.M27 .SU948S 2016 32550000515953 2025-11-25 2025-07-07 2025-07-07 C.3 7460.00 2023-08-25 BK