Exploring the factors to improve complaint management system in building management through a case study
Muhammad Faheem Haider, Mughees Aslam, Rai Waqas Azfar, Muhammad Sohail Anwar Malik · International Journal of Construction Management · 2025
The complaint response time influences user satisfaction in the facility management system. Unfortunately, the complaint resolution process is slow, resulting in discomfort for users. This study aims to investigate and validate the factors that impact complaint resolution and develop strategies for its improvement, utilizing surveys and a case study. Initially, 27 factors were identified through a literature review, which was refined to 24 factors using the Delphi technique. A structured questionnaire survey was conducted, and 55 facilities management professionals were surveyed using random stratified sampling. Descriptive statistics and principal component analysis (PCA) were employed to rank and classify these factors, revealing that factors such as availability of funds, availability of material, and timely communication are top-ranked. The identified factors were grouped into 10 factors namely organization team dynamics, strategic governance mechanisms, operational excellence, and others. Subsequently, another questionnaire survey was conducted to develop strategies aligned with these factor groups. To validate the effectiveness of these strategies, a case study was conducted at three complaint management centers. Notably, the availability of skilled manpower, timely communication, and availability of stores emerged as the top-ranked practices identified by the respondents This research provides a framework for improving complaint response times in facility management.