Importance and Performance of Value-Based Maintenance Practices in Hospital Buildings

After two decades of privatization of building maintenance service in government hospitals in Malaysia, evidence of under-maintained hospital buildings suggests a need to raise the level of hospital maintenance service delivery. This study identified the critical success factors to enhance the value outcomes of hospital maintenance service. A total of 66 questionnaire survey responses from maintenance personnel in public hospitals were analyzed using the Importance-Performance Matrix Analysis (IPMA) in the SmartPLS3.0 software. The Importance versus the Performance of value-based practices was mapped to identify the critical areas that require greater considerations to improve maintenance service delivery. The findings revealed four critical success factors: Responsive to Needs, Integrated Service Solutions, Innovative Improved Practices, and Value for Money. These practices were found to be the impetus that can bring significant enhancement to hospital building maintenance service delivery. Although the findings are based on data derived from public hospitals in Malaysia, the outcomes are applicable to private hospitals both in and outside of Malaysia.