Purpose

To achieve efficient operation and maintenance (O&M) management, this study seeks to identify critical success factors (CSFs) affecting service delivery factors of O&M services at stratified residential buildings. The purpose of this study is to yield measurable data for developing an effective O&M framework to enhancing its performance. In future research, this study will further investigate the relationship between the CSF and service performance factors.

Design/methodology/approach

This study adopts a combination of qualitative and quantitative techniques that yields conclusive study findings while improving the research’s validity and dependability. Two series of instruments were conducted in an effort to refine the efficient O&M framework variables. Instruments used in addressing the research gap were a questionnaire survey and focus group discussion (FGD). Analysis of data was completed via the Statistical Package for the Social Sciences (SPSS) programme for quantitative data and thematic analysis for qualitative data.

Findings

This study concludes that the CSFs directly affect the performance of O&M. Questionnaire survey and FGD findings have refined the CSF into three main categories, namely, building characteristics, O&M management and community participation. FGD experts further suggested that service performance factors can be measured against SERVQUAL service qualities such as reliability, tangible, responsiveness, assurance and empathy.

Research limitations/implications

Future research may consider the inclusion of financial elements in the O&M service delivery.

Originality/value

This study presents a fresh insight into the CSFs that construct an efficient O&M framework through rigorous steps of data collection and analysis. This study proposes impactful guidance for policymakers, practitioners and residents on the significance of all parties’ involvement to support the management of residential buildings, where the current practice of O&M constantly faces complex issues. This study derives novice strategies that should correspond to the growing issues and challenges in managing residential buildings. The deeper insight into the role of O&M represents a direction for the future development of facilities management progress and stratified residential building sectors.

中文翻译：

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管理分层住宅物业的高效运营和维护 (O&M) 框架

目的

为了实现高效的运营和维护（O＆M）管理，本研究旨在确定影响分层住宅建筑运营和维护服务的服务交付因素的关键成功因素（CSF）。本研究的目的是提供可衡量的数据，用于开发有效的运维框架以提高其性能。在未来的研究中，本研究将进一步探讨CSF与服务绩效因素之间的关系。

设计/方法论/途径

本研究采用定性和定量相结合的技术，得出结论性的研究结果，同时提高研究的有效性和可靠性。为了完善高效的运维框架变量，我们使用了两个系列的工具。用于解决研究差距的工具是问卷调查和焦点小组讨论（FGD）。数据分析是通过社会科学统计包（SPSS）程序完成的，用于定量数据和定性数据的主题分析。

发现

本研究得出的结论是，CSF 直接影响 O&M 的绩效。问卷调查和FGD调查结果将CSF细化为三大类，即建筑特色、运维管理和社区参与。FGD 专家进一步建议，服务绩效因素可以根据 SERVQUAL 服务质量来衡量，例如可靠性、有形性、响应性、保证性和同理心。

研究局限性/影响

未来的研究可能会考虑将金融元素纳入运维服务交付中。

原创性/价值

这项研究对关键成功要素（CSF）提出了新的见解，通过严格的数据收集和分析步骤构建高效的运维框架。这项研究为政策制定者、从业者和居民提供了有影响力的指导，让他们了解各方参与支持住宅楼管理的重要性，因为当前住宅楼的运营和维护实践不断面临复杂的问题。这项研究得出了新的策略，应能应对住宅建筑管理中日益增长的问题和挑战。对运维作用的深入了解代表了设施管理进步和分层住宅建筑领域未来发展的方向。