Maintenance Service Quality at Universities under the Private Finance Initiative (PFI) Procurement in Malaysia: Assessment Using the SERVQUAL Model

A university developed through a Private Finance Initiative (PFI) procurement model involves collaboration between the public and private sectors. The private sector, also known as the concessionaire company, is responsible for planning, designing, constructing, and maintaining building facilities and infrastructure as stipulated in the Concession Agreement. During the operations and maintenance phase, the concessionaire is tasked with carrying out maintenance and repair works to ensure that university facilities and assets are in optimal condition and do not disrupt teaching and learning activities. Universities developed through PFI are perceived to perform better than those developed through conventional procurement methods, in line with the performance-based principles of PFI. However, there have been complaints and findings regarding the unsatisfactory quality of maintenance services provided by the concessionaire, indicating a low level of customer satisfaction at PFI campuses. The main objective of this study is to determine the service quality of maintenance delivered by the concessionaire and the level of customer satisfaction at two PFI campuses. The study employs a survey method using a questionnaire instrument based on the SERVQUAL service quality model. The survey questionnaire was distributed to customers, consisting of lecturers, administrative staff, and students from two PFI campuses. A total of 203 respondents from Campus A and 182 from Campus B participated in the study. The SERVQUAL measurement dimensions have been modified by incorporating the original five dimensions along with an additional technical dimension. The Krejcie and Morgan table is used to determine the sample size. Data are analyzed using the Statistical Package for the Social Sciences (SPSS) version 29 and the SERVQUAL analysis approach. This study offers valuable insights to key stakeholders involved in PFI procurement, namely the public and private sectors, by identifying areas for performance improvement and refinement, thereby contributing to the success of future PFI implementations, particularly within the education sector.