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Maintenance of lift systems affecting resident satisfaction in low-cost high-rise

residential buildings

Article  in  Journal of Facilities Management · February 2018

DOI: 10.1108/JFM-04-2017-0015

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Post-Print Version: Au-Yong, C. P., Azmi, N. F., & Mahassan, N. A. (2018). Maintenance of lift systems
affecting resident satisfaction in low-cost high-rise residential buildings. Journal of Facilities
Management, 16(1), 17-25. doi: 10.1108/JFM-04-2017-0015
https://www.emeraldinsight.com/doi/full/10.1108/JFM-04-2017-0015

Maintenance of Lift Systems Affecting Resident Satisfaction in Low-Cost

High-Rise Residential Buildings

Cheong Peng Au-Yong, Nur Farhana Azmi, Nur Aaina Mahassan

Centre for Building, Construction & Tropical Architecture (BuCTA),
Faculty of Built Environment,
University of Malaya, 50603 Kuala Lumpur, Malaysia.

Abstract
Purpose – Providing quality low-cost high-rise residential housing for poor households remains
a major concern worldwide, and especially in Malaysia. Despite government effort to maintain
the quality of the housing through the Housing Maintenance Program and 1Malaysia
Maintenance Fund Program (TP1M), the maintenance industry is still faced with serious housing
quality problems in terms of facilities, one of which is the lift system. As the most expensive and
important transportation system in a high-rise building, a lift system requires regular
maintenance and inspection in order to provide safe and effective service to occupants.
Unfortunately, most lift systems in Malaysia are not effectively maintained. Therefore, this
research attempts to examine contributing factors to the breakdown of lift systems, which greatly
affects resident satisfaction in low-cost high-rise residential buildings.
Design/methodology/approach – Semi-structured interviews were conducted with three
stakeholders involved in maintenance management to identify the common causes of lift
breakdown. Subsequently, a questionnaire survey was used to investigate resident satisfaction
with the system.
Findings – The results demonstrate vandalism as the most common cause for the frequent
breakdown of lift system in low-cost housing. The study also reveals that there is a significant
relationship between system breakdown rate and residents’ satisfaction.
Originality/value – The paper concludes with the recommendation that stakeholders, including
both maintenance personnel and residents, should commit themselves in ensuring that the use
and care of lift system are correct.
Keywords: lift system; housing; maintenance; breakdown; satisfaction; performance

1.0 Introduction
The provision of low-cost high-rise residential housing has been a major focus of the Malaysian
government for ensuring overall wellbeing, especially for poor households, in both rural and
urban areas (Economic Planning Unit, 2015). Notwithstanding this fact, problems related to
these housing are numerous, one of which is housing quality, including systems and services.
According to Abdul Mohit et al. (2010), this problem greatly influences the quality of life and
affects the psychological aspects of the inhabitants. Poor quality of low-cost housing remains a
problem despite the Housing Maintenance Program and 1Malaysia Maintenance Fund Program
(TP1M) introduced by the government in the Tenth Malaysia Plan 2011-2015.

The term high-rise generally refers to a multi-storey structure in which most occupants depend
on a lift system to move from one floor to another. Although seven or more stories as the cut-off
point for high-rise buildings, Craighead (2009) argued that the definition varies greatly across
countries depending on local fire and building code. In Malaysia, a building that has more than
seven stories or is particularly more than 30.5 meters in height is deemed a high-rise
(Government of Malaysia, 2008). As supported by Au-Yong et al. (2014), a high-rise building
has a minimum of seven stories and is usually equipped with complex systems such as a lift
system. Proper installation, regular maintenance, and inspections are several factors that
contribute to the reliability of a lift system in a building.

Unfortunately, most lift systems in Malaysia are not effectively maintained. As reported in the
New Straits Times, the Department of Occupational Safety and Health (DOSH) has recorded 111
accidents related to faulty lifts and escalators since 2010, resulting in 11 deaths. Most escalators
and lifts failed to comply with safety standards. More recently, a fatal accident involving an
eleven year old boy caught between a lift and its shaft occurred in July 2013 at a low-cost flat in
Desa Tun Razak. Research done by Sahril et al. (2014) further revealed the lift as the most
common location where home injuries occur. The seriousness of the issue demonstrates the
importance of the safety and reliability of the system to all occupants who travel throughout a
building daily.

It is understood that conducting proper and regular maintenance reduces the probability of lift
breakdowns. However, the problem cannot be solved without eliminating the root causes (Jinqiu
& Laibin, 2014; Park & Yang, 2010). Therefore, this study examines the contributing factors to
the breakdown of lift systems, which affects the resident satisfaction in low-cost high-rise
residential buildings.

2.0 Factors Affecting the Breakdown and Maintenance of Lift System

The lift is a major transportation system in a high-rise building that requires stringent safety
requirements. The system failure or breakdown can cause economic loss, user dissatisfaction and
serious danger to health and safety (Park & Yang, 2010). According to Alshehri et al. (2015),
one of the common problems facing the maintenance of the system is the limited budget
allocated for the repair works. Research by Iwarere & Lawal (2011) also revealed financial
problems as a problem that hinders implementation of maintenance works. Similarly,
maintenance activities in Malaysia are most likely to be budget driven (Olanrewaju et al., 2012).
The current economic challenges facing the country have forced maintenance teams to tighten
the budget to only critical maintenance work, while uncritical work may be neglected. To make
matters worse, most building occupants refuse to pay maintenance fees, due to either their busy
schedule or dissatisfaction with building conditions (Ali & Chua, 2011). Without sufficient
maintenance funds, buildings cannot be maintained and function to the required standards. As
highlighted by Olanrewaju & Abdul Aziz (2012), these issues are critical to users, since the
overall purpose of maintenance management system usually entails how a building can
efficiently enable the occupants to live with minimum disruptions and disturbances and at the
same time increase the provider’s productivity.

This is further exacerbated by the sophisticated and high-tech equipment frequently used as part
of such systems (Arifin et al., 2011, Heming et al., 2011). Increase in complexities and advance
in technology means that most of the spare parts are not readily available in local market and
need to be imported (Laila, 2015). This will lead to delay and involve high cost to replace the
damaged parts. Without sufficient budgets, it is impossible to carry out proper repair work,
forcing the client to deal with the problem using cheaper and inferior replacement parts. More
often than not, a substantial portion of the maintenance budget will be spent again on repairing
the system caused by poor quality materials (De Silva et al., 2012).

In addition to a lack of high-quality spare parts, Malaysia also encountered the problem of poor
workmanship of maintenance workers (Ali et al., 2016). Most of the contractors tend to hire
foreign workers who are usually willing to accept lower wage. Low or even unskilled foreign
workers, however, do not really understand the maintenance tasks at first and need more time to
develop their skills and expertise. As argued by Alshehri et al. (2015), this will lead to time
consuming and most likely failed maintenance. Arifin et al. (2011) further argued that it is not
easy for someone to achieve the levels of a competent worker, as they have to go through the
entire work process constantly. Therefore, there is a need to conduct training courses to ensure
that not only the workers but also the professionals in the management team have the knowledge
and skills to be able to conduct maintenance work effectively.

Vandalism is another problematic issue in building maintenance (Laila, 2015). As reported in the
Sun Daily (2014), vandalism is the main reason for the frequent breakdown of lifts, especially in
low-cost residential housing. According to Arifin et al. (2011) and Suffian (2013), maintenance
culture in Malaysia is still at a very low level and people do not have the awareness to maintain
their buildings. The public needs to be educated on the importance of maintaining their lifts since
the maintenance is very costly. Lifts are one of the most expensive pieces of equipment that a
building owner can have and therefore require periodic maintenance to ensure that they are
performing as originally expected (Laughman, 2012). For Alshehri et al. (2015), the absence of
uniform maintenance standards for maintenance activities results in poor performance of the
system. As supported by Yahya & Ibrahim (2011), a standard building maintenance policy does
not yet exist and there is thus a need for legal enforcement to ensure quality, safety, and good
service to the end users.

2.1 Residential Satisfaction

The provision of satisfactory residential housing has always been the goal of every housing
developer. According to Ross et al. (2012), residential satisfaction matters, as it improves
residents’ overall quality of life. Following this, Ibem & Aduwo (2013) suggested that the
occupants’ expectations which influence residential satisfaction or dissatisfaction need to be
explored in order to improve the quality of housing. Residential satisfaction, as defined by Abdul
Mohit et al. (2010), is the feeling of contentment when one has or achieves what one needs or
desires in a house. Existing research demonstrates dwelling types, sizes, physical features,
external appearance, ownership, neighbourhood environment, location, and management of
housing units as factors related to residents’ feeling of satisfaction (Abdul Mohit & Azim, 2012;
Jiboye, 2012; Zhonghua & Xuejun, 2015).

In addition to these factors, housing support services including lift systems has also become one
of the most widely indicators to measure the performance of a building and consequently
influence housing satisfaction. This is demonstrated in research done by Abdul Mohit et al.
(2010) where residential satisfaction posits high positive correlations with the services. As
supported by Tan (2012), housing services support the daily life of the residents and thus
contributing to housing satisfaction among households. Although focused on neighbourhood
factors in low-cost housing in Penang and Terengganu, Salleh’s (2008) study also found that
residents were highly dissatisfied with the services provided by the developers. Accordingly, the
researcher suggests that the indicators which affect resident satisfaction should be treated as
essential inputs in guiding future housing policy in Malaysia.

User satisfaction should also be an important aim of maintenance management as it measures

performance of building service system and facilities. For instance, overall household
satisfaction may indicate a successful implementation of the lift system (Au-Yong et. al., 2014).
Besides leading to positive feedback, user satisfaction will also ultimately result in both trust in
and profit for to the business (Nik-Mat et al., 2011).

3.0 Research Methodology

The study is a mixed method research and has adopted a Case Study approach to examine
contributing factors to the breakdown of lift system, which affects resident satisfaction in low-
cost high-rise residential housing. According to Yin (1994), cases should be selected in the way
they reflect the characteristics that match with the intended theoretical statements. Three
different low-cost high-rise residential buildings in Kuala Lumpur were chosen as Case Studies
for this study. These buildings are similar, particularly in terms of the number of floor levels,
maintenance fees, and number of lifts in every block allow the cases to be studied in depth. The
primary source of data for this study was collected through field observation, a questionnaire
survey and semi-structured interviews. The methods chosen were governed by the methodology
adopted in previous research (Abdul Mohit & Azim, 2012). In the first phase of data collection,
the conditions of the lift systems were observed in the selected case studies. Following this,
semi-structured interviews with maintenance management personnel were conducted to elicit
information regarding the effectiveness of maintenance strategy. In particular, these are
measured by the frequency of lift breakdown and the number of complaints received by the
maintenance team. Other questions prepared in the interview guide included the types of
maintenance strategy implemented for the lift system, frequency of inspection, performance of
maintenance staff, common causes of lift breakdown, and suggestions to improve the
performance of the system. The final stage of data collection involved a questionnaire survey of
residents in the selected low-cost residential housing. A total of 150 questionnaires were
administered to the respondents, and 91 questionnaires were returned. This represents 60.7
percent of acceptable response rate (Sapsford, 2007). The questionnaire designed for the study
contained three main sections: 1) residents’ demographic profile; 2) general knowledge about
maintenance; and 3) satisfaction with lift system. The level of satisfaction was measured based
on experiences trapped in lift, frequency of lift breakdown, and time taken by maintenance team
to repair the system. The data collected was analysed using Statistical Package for Social
Sciences (SPSS) software. In particular, descriptive statistics and bivariate analysis were used to
summarise patterns of one and two variables, respectively.

4.0 Background of Case Studies

The selected Case Studies in this research ranged between 15 to 18 stories high and consist of
two (2) lifts in each of the block as demonstrated in Table 1. All three Case Studies also used
planned maintenance, consisting of preventive and corrective maintenance strategies in order to
maintain the lift system in the buildings. Planned maintenance is implemented based on a
predetermined maintenance plan and carried out with forethought, control, and use of records to
reduce the need to a minimum corrective or emergency maintenance. All interviewees agreed
that it is one of the reasons why they seldom received complaints from the tenants about lift
breakdown. Under the maintenance outsourcing contract, external contractors conduct
maintenance and repair activities based on the agreed terms with management team in each of
the Case Study. Case Studies 1 and 3 receives maintenance inspection at least once a month,
while Case Study 2 receives an inspection twice a month. According to the interviewees, the
periodic examinations for all Case Studies are conducted by competent personnel registered with
the Department of Occupational Safety and Health (DOSH). In addition to this, lift systems in all
Case Studies are certified with the Certificate of Fitness for Hoisting Machine and are inspected
at least in every 15 months, as stipulated in the Factories and Machinery (Electric Passenger and
Goods Lift) Regulations 1970.
Table 1: Details of the Case Studies
Description Case Study 1 Case Study 2 Case Study 3
Total floor (including ground
15 15 18
floor)
Fujitec Malaysia Dover Lift Sdn.
Outsource contract My Lift Sdn. Bhd.
Sdn. Bhd. Bhd.
Comprehensive Comprehensive Comprehensive
Type of maintenance contract
contract contract contract
Contract period 2 years 1 year 2 years
Preventive and Preventive and Preventive and
Maintenance system
corrective corrective corrective
Maintenance schedule Once in a month Twice a month Once in a month
Periodic examination by DOSH 3 months 3 months Once in a year
Number of lifts in every block 2 2 2

Despite these maintenance practices, errors and breakdowns still occur. The most common
problems are with mechanical parts such as the lift doors. Two interviewees from Case Studies 1
and 3 stated that maintenance personnel will undertake the repair work as soon as they received
dweller complaints. On the other hand, an interviewee from Case Study 2 said that response to
the repair work depend on the types of breakdown occur. For instance, maintenance staff often
carry out repair works on the next working day if a breakdown occurs late at night and does not
involve any occupants. However, they will attend and fix the system within 45 minutes if it
involves emergency repairs. The interviewee further stated that security officers in Case Study 2
are also trained to open the lift door if occupants are trapped in the lift car. This is followed by an
inspection of the maintenance management team.

Several factors affecting the breakdown of lift system in all Case Studies were also identified
through semi-structured interviews. All interviewees claimed that vandalism by the tenants is the
most common cause of lift failure in the case studies. In line with the review in Section 2.0,
vandalism has been reported as the main reason for the frequent breakdown of lifts, especially in
low-cost residential housing. Occupants lifting heavy items using the lift also constitute another
leading cause of system breakdown. According to these interviewees, this factor is closely
related to their low level of awareness in using the facilities in appropriate ways. As argued by
Arifin et al. (2011) and Suffian (2013), people do not have the awareness to maintain their
buildings and need to be educated, as this is essential to sustain and improve the lifespan of lift
system in a building. This corresponds with suggestions from interviewees on the need to
support and engage tenants in the repair and maintenance of their facilities.
Although maintenance works in all Case Studies are conducted by personnel registered with
DOSH, one interviewee claimed that they often have a lack of experience and knowledge since
they are new in maintenance industry. As highlighted by Ali et al. (2010), more defects will
occur and total maintenance costs will be greatly affected by poor workmanship. This problem is
further exacerbated by the attitude of the workers. As mentioned by one interviewee from case
study 1, their management team had experienced employee theft. In particular, one of the
workers stole lift components and caused a breakdown of the system. An interviewee from Case
Study 3 further added that they often encounter difficulties in implementing maintenance work
within constrain economic environment due to refusal by tenants in paying the maintenance fees.
As discussed in Section 2.0, this will force the maintenance team to tighten their budget to only
critical maintenance work, while uncritical work may be neglected.

5.0 Analysis and Findings

From the questionnaire survey, the majority of respondents in Case Studies 1 and 3 mentioned
that they have never been trapped in the lift of their house. As shown in Figure 1, this represents
by 90 and 71 percent of the respondents from Case Studies 1 and 3, respectively. On the other
hand, 86.7 percent of the respondents in case study 2 claimed that they had experienced of being
trapped in the lift. This is not surprising, since 100 percent of the respondents in case study 2
experienced breakdown of the lift during their occupancy, although they receive maintenance
inspection more frequently compared to Case Studies 1 and 3 as discussed in Section 4.0.

The vast majority of respondents in case study 2 at 91.7 percent stated that the maintenance
management team in their housing provides fast response for repair works particularly less than
one hour as demonstrated in Table 2. In line with the interview results in Section 4.0, any error
or breakdown of the lift system in Case Study 2 will be attended to within 45 minutes by the
maintenance team. Similarly, the majority of the respondents in case study 3 at 61.3 percent
mentioned that they received immediate response from their maintenance management team
once the complaints are made. In contrast to Case Study 1, most respondents said that the
maintenance workers often response to repair works within one to six hours.
 Have you ever been trapped in the lift?
100% 90%
90% 86.7%
80% 71%
70%
Percentage 60%
50%
40% Yes
29%
30% No
20% 10% 13%
10%
0%
Case Study 1 Case Study 2 Case Study 3
Case Studies

Figure 1: Respondent experience being trapped in the lift

Table 2: Duration of repair work

Percentage (%)
Duration
Case Study 1 Case Study 2 Case Study 3
Less than 1 hour 32.3 91.7 61.3
1 – 6 hours 58.0 0.0 12.9
More than 1 day 9.7 8.3 25.8

Accordingly, the level of resident satisfaction towards the lift system performance in all Case
Studies is also obtained through the survey. As demonstrated in Table 3, the performance of the
lift in case study 1 is rated as good with a mean value of 3.800, followed by Case studies 3 and 2
with mean values of 3.161 and 3.067, respectively. This indicates that majority of the
respondents in all Case Studies are satisfied with the performance of the lift system in their
housing.

Table 3: Resident satisfaction towards the lift system

Case Study Mean value Condition Rating Std. Deviation
1 3.800 Good 0.805
2 3.067 Fair 0.817
3 3.161 Fair 0.820

Furthermore, a bivariate correlation test has been conducted in this study to discover the
relationship between two variables particularly the frequency of breakdown and resident
satisfaction towards the lift system. Since both variables demonstrate an ordinal level of
measurement, the Spearman’s correlation coefficient is used. The results in Table 4 show that
there is moderate relationship between the frequencies of lift breakdown and resident satisfaction
towards of the system. This is represented by a Spearman’s correlation coefficient of -0.515 (p <
0.05). The coefficient reveals that the minimal system breakdown rate ensures the achievement
of high resident satisfaction. The results support the argument of Abdul Mohit et al. (2010), that
good service performance leads to positive residential satisfaction.

Table 4: The association between frequency of lift breakdown and residents’ satisfaction
Spearman’s Rho Residents’ Satisfaction

Correlation Coefficient -0.515**

Frequency of Lift Breakdown
Sig. (2-tailed) 0.00
**
. Correlation is significant at the 0.01 level (2-tailed).

6.0 Conclusion
This research has determined the contributing factors to the breakdown of lift system as
vandalism, improper use of system, poor workmanship in maintenance task, and budget
constraints. The system breakdown rates involving trapping of occupants in each Case Study
were investigated. The results show that breakdowns occurred in every Case Study. Case Study 1
had the fewest breakdown events. However, emergency response durations towards the
breakdown were found to be different in each Case Study. Case Study 2 has performed well in
such instances. Thus, the resident satisfaction towards the performance of lift system was
determined. The correlation result demonstrates that the frequency of lift breakdown has
negative correlation with the residents’ satisfaction. Therefore, it can be concluded that the
residents are keen on having minimal or even zero breakdowns of lift systems, rather than getting
immediate maintenance response after the failure occurs. This study reveals that the performance
of lift system not only depends on the quality of maintenance execution. It can also be affected
by users and financial allocation in maintenance planning. Hence, it is vital that stakeholders,
including maintenance personnel and residents, commit themselves to ensure that the use and
care of lift systems are properly considered.

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