Sapri, M (2008) Using the repertory grid technique for the appraisal of facilities performance within higher education institutions: Library case study. PhD thesis, Heriot-Watt University, UK.
Abstract
This thesis is concerned with the improvement of facilities management theory in performance measurement through a study of the application of some core principles of performance management and service management. Â The theories reviewed prove that, in service organisations, customers rely on facilities in the evaluation of organisation performance, and, in the context of higher education institutions, facilities are among the most crucial resources in the United Kingdom. Â This thesis sets out to investigate this gap in the theory. Â The research attempts to establish the importance of students as customers in higher education institutions in providing facilities performance of quality. Â The survey was conducted using a questionnaire aimed primarily at identifying the facilities management factors that influence studentsâ satisfaction, most within higher education institutions, and providing a focussed study for the qualitative technique of data collection. Â The survey result reveals that the library is the highest prioritised factor in higher education which is associated with the facilities management function. Â Qualitative research was undertaken to gain insight from the students on the library facilities performance criteria that they preferred. Â Specifically, Repertory Grid Technique interviewing, a method underpinned by Kellyâs Personal Construct Psychology (Kelly, 1950) was used. Â The thesis illustrated how the survey result helps in identifying the facilities performance indicators. Â The macro-dash framework developed shows the link between the results of the survey and the findings from the Repertory Grid interviews. Â The ultimate aim is to develop a conceptual framework of library facilities performance. Â The conceptual framework of library facilities performance developed explains the generic library facilities performance, the key indicators and the detail design criteria. Â It outlines the concerns which arise in trying to explain the level of facilities performance indicators of library servicescapes within higher education institutions.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Uncontrolled Keywords: | United Kingdom; case study; education; facilities management; higher education; management theory; measurement; psychology; qualitative research; repertory grid technique |
| Index terms: | facilities management, psychology, conceptual framework, appraisal, qualitative research, questionnaire, management theory, United Kingdom, survey, performance indicator, performance criteria, interview, key indicator, repertory grid technique, higher education, performance management, higher education institution, performance measurement, case study, satisfaction |
| Subjects: | performance measurement, management, performance management, educational institutions, data collection methods, research design and methodology, project delivery, factor and component analysis, theoretical framing, Geography, behavioral psychology |
| Topics: | Education, Quality Management, Project Management, Geographical Context, Business Strategy, Research Practice |
| Descriptive scope: | 5 PCTEA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here