Document Type

Report

Publication Title

APPA Center for Facilities Research (CFaR)

Publication Date

2024

Keywords

educational facilities, facilities management, service quality, performance management, SERVQUAL, performance measures, organizational performance, data-informed decision-making, continuous improvement

Abstract

This research report examines performance management in educational facilities through a service quality framework. Drawing on the SERVQUAL model, it conceptualizes service quality across five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The report identifies performance measures associated with each dimension and demonstrates how these measures can inform the assessment of facilities operations and service delivery. The research emphasizes the strategic selection of performance measures that align with organizational priorities and goals rather than the adoption of standardized measures across institutional contexts. Through this framework, the research positions service quality as a foundational lens for data-informed decision-making, continuous improvement, and organizational performance in educational facilities.

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