Facility Management and Customers' Perceptions Towards Shopping Mall in Johor Bahru

Shopping malls are undeniably vital in the lives of modern society, especially for those who live in urban and suburban areas. It is a place to get various services and products such as clothing, food, school supplies, beauty products, groceries, entertainment, and more. In addition, it is a place to connect intimate relationships with family, friends, and loved ones by eating, shopping, and playing together. With an appropriate implementation of the facility management concept, a shopping mall will be able to fully exploit its function by providing adequate facilities, maximising profit, supporting the operation, and fulfilling customers’ demands. The main objective of this study is to assess the level of satisfaction of the shopping mall customer based on the three maintenance aspects of facility management that include functional, technical and image. A survey is conducted with a total sample of 200 respondents from the population of shopping mall visitors, as well as an observation for the facilities and services provided. Paradigm Mall Johor Bahru was chosen as the setting for this study because it is a well-established shopping mall that has many visitors from all over Johor Bahru. The findings show that most customers are satisfied with all three of the maintenance aspects of the shopping mall. Several issues in the shopping mall and their solutions have been identified too