Stakeholder service delivery expectations of military facilities management

Purpose: The purpose of this paper is to examine the quality of service of a South East Asian country's military facilities management organisation. Design/methodology/approach: An interview survey and questionnaire survey were used to obtain a description and summary of stakeholders' expectations and the extent to which they were being satisfied by the services provided. Findings: The method provides a useful means of identifying and prioritising varying expectations between stakeholder groups and of indicating any mismatch in expectations in the management of military facilities. Social implications: The development and use of a method to test and improve the effectiveness and efficiency of the management of military facilities helps in providing better value for money. Originality/value: In addition to re-affirming Parasuraman's overall dimensions of service expectation, the empirical summary of the stakeholders' expectations obtained in this way is of practical value for the service provider in developing a strategy for expectation management. For the case studied, it is also apparent that although the current processes in service delivery are well understood by all involved stakeholders, there is a need for further improvement with regards to their expectation levels. It is also one of the very few reported studies on the management of military facilities.