Impact of outsourcing on cleaning service quality: a study of Harta Maintenance Sdn Bhd

Purpose This study aims to investigate the impact of outsourcing on cleaning service quality at Harta Maintenance Sdn Bhd by analyzing stakeholder perceptions across five key areas: communication, quality, technology, operations and maintenance and business continuity planning. The authors identified the factors that most significantly influence customer satisfaction. Design/methodology/approach The authors distributed a structured survey to 70 stakeholders and analyzed 56 responses. The authors used correlation analysis to assess the relationships between specific tasks within the five categories and customer satisfaction. Findings The authors found that regular meetings and performance reports significantly enhance customer satisfaction, whereas standard communication plans have less direct impact. The correlation analysis shows that developing key performance indicators (KPIs) and maintaining clear specifications are crucial for improving satisfaction. Conversely, customer service agreements and monitoring satisfaction had minimal influence. Stakeholders did not link their satisfaction to technological innovations, highlighting the need to focus on visible service quality aspects. Regular safety inspections showed a strong positive correlation with satisfaction, while risk management and emergency plans were often undervalued. Research limitations/implications This study focuses on a single organization, limiting the generalizability of the findings. Future research should investigate similar analyses across various industries or service sectors to provide broader insights. Practical implications The authors emphasize the importance of effective communication, visible safety measures and robust quality assurance for improving satisfaction in outsourced cleaning services. Organizations can enhance service quality by prioritizing stakeholder engagement and implementing clear performance metrics. Originality/value This study offers a unique contribution by identifying how specific operational factors in outsourced cleaning services influence customer satisfaction. The findings provide actionable recommendations for improving service quality in similar contexts.