Comparing The Performance of Traditional Operation and Maintenance Contracting Services with Integrated Facility Management Services of Public Sector Entities in Terms of End-User Satisfaction

This paper covers the collection and analysis of data through a survey conducted at Kuwait Ports Authority’s Ports Complex. Since quality is an important indicator for the selection of an optimum facility management operating model, the questionnaire evaluates the level of satisfaction of the end-users with the current services at the Ports Complex. End user satisfaction reports from a local facility management firm are collected to assess the quality of services provided. By evaluating the end-user satisfaction level of both KPA’s current traditional practices and local’s integrated facility management practices, conclusions will be drawn as to whether end-user satisfaction can be optimized.