TABLE OF CONTENTS

CHAPTER 3: RESEARCH METHODOLOGY

3.1 Introduction………………………………………………………………1
3.2 Research Design And Strategy ………………………………………..2-3
3.3 Sampling And Case Study……………………………………………..4-6
3.4 Data Collection…………………………………………………………7-8
3.5 Data Analysis…………………………………………………………9-10
3.6 Summary………………………………………………………………..11

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3.1 Introduction

This chapter will concentrate on the methods for gathering data and
information that will be utilized as an overview for this study's information
analysis. A problem can be solved systematically using research techniques.
It is the science of learning how to conduct research. Research methodology
is the general term used to describe the processes researchers use to describe,
explain, and forecast events. It can also be described as the study of
knowledge acquisition techniques. The objective is to provide a study's work
plan.

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3.2 Research Design and Strategy

There are many distinct sorts of research designs that are suitable for
various research project types. The type of issues raised by the study goals
will determine which design should be used. The various research methods
that are frequently employed to gather and analyze the different types of data
produced by the investigations are available for each sort of research design.
A quantitative research methods are employed in this study to improve the
maintenance management performance at commercial buildings by users
satisfaction level .

Table 3.2: The Steps of Quantitative Research (Karl, 2017)

According to objectives 1 that has been stated in chapter 1, to identify a

users satisfaction against the performance of maintenance management in
commercial building, the researcher will use quantitative methods to achieve
these objectives. Primary and secondary method (Examples statistical data,
and works of art. A primary source gives you direct access to the subject of
your research. Secondary sources provide second-hand information and

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commentary from other researchers. Examples include journal articles,
reviews, and academic books). To learn more about the current level of
maintenance management in commercial buildings, this method will be used.

Next, to determine factors that contribute to users satisfaction in the

maintenance management in building. Quantitative methods will be used also
to examine situations or events that have an impact on people. Quantitative
research generates unbiased data that can be explained in detail using
statistics and figures. When researching a topic that is currently in the news,
primary sources may include information created by persons who are
personally involved in the topic discussion. After the data has been examined,
an improvement will be given based on the data collection's findings. The
conclusion of this case study would then take into the conclusions and
suggestion

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3.3 Sampling and Case Study

There will be two groups for sampling purposes, which is users that are
included in the buildings. For this study, the researcher will be investigating
the current level of maintenance management performance in building by
interviewing a sampling group. They will be asked for their opinion on
maintenance performance and their experiences in faced the management
issues related to breakdown of the maintenance and users will be given
questionnaires to measure their satisfaction on the management in building
experience, and they will be chosen randomly.

The survey that will be sent to the commercial building's users will serve
as the sample for the data gathering. 100 respondents is the respondent's bare
minimum goal because of the place that researchers want to survey users at
commercial buildings. This would give a rough, but still useful idea about
their satisfaction. Besides that, researchers have a limited time and need a
rough estimate of the results. The following case studies were selected for
this study: All those proposed case study are located at Klang. Those case
studies were chosen because of they were built more than 10 years.

1. AEON Mall Bukit Tinggi - Persiaran Batu Nilam 1/KS06, Bandar

Bukit Tinggi 2, 41200 Klang, Selangor
2. GM Klang Wholesale City - Jalan Kasuarina 1, Bandar Botanik,
Klang, Selangor
3. Klang Parade - Jalan Kasuarina 1, Bandar Botanik, Klang, Selangor

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3.3.1 AEON Mall Shopping Centre.

Figure 5: AEON Mall

AEON Mall Shopping Centre was began its operation in 2007. This building
is located in Persiaran Batu Nilam 1/KS06, Bandar Bukit Tinggi 2, 41200
Klang, Selangor. This building. This mall, which has the theme "Experience
The Difference," is one of the shopping centres where people from Klang and
the surrounding area go for entertainment, leisure, and shopping. There are
over 160 retail stores. A 3-storey shopping mall with a 3-level basement
parking garage represents this complex. Pre-stressed slabs and substantial,
extremely effective shear walls make up the structure.

3.3.2 GM Klang Wholesale City

Figure 6: GM Klang Wholesale City

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GM Klang Wholesale City was began its operation in 2009. This building is
located at Jalan Ksuarina 1, Bandar Botanik, Klang, Selangor. This building
consists 3 blocks, which Block A (International Zone) , Block B (Fashion
Hub), and Block C (Specialising in product wedding supplies, home and
living, and hardware). every Block have a different level which Block A (4
Level), Block B and C (6 Level) and there are 170 wholesales in building.
The architecture of GM Klang Wholesale City was specifically created to
support the ideal wholesale business environment. The complex is ideally
situated to operate as a key center and gateway for local and international
trade business due to its practical design and ideal location.

3.3.3 Klang Parade

Figure 7: Klang Parade

Klang Parade has been operational since 1995 and one of the major shopping
malls for the royal town of Klang. The building consist 5 levels After
undergoing significant renovations in 2013, the mall continued to shine as a
notable landmark situated along the main Jalan Meru, awarding Klang Parade
an International Property Award (2016–2017).

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3.4 Data Collection

Data collection is carried out to gather the necessary information in order

to meet the study's purpose. The case study's data collection and analysis
procedure aids in answering the research question (Kabir, 2016). This phase
of study is absolutely essential. Through this technique, the relevant data can
be gathered, and frequently no other sources have access to the information.
Before beginning the sample selection from the population, a list of the data
required to begin the data gathering procedure must be created.

3.4.1 Quantitative Method: Survey Form

Before data can be evaluated, it may require to be processed once it is

received. For instance, changing test and survey results from words to
numbers might be necessary. In order to provide answers to the issues
that are investigating, researcher are able to use statistical analysis.

The information provided will be summarized using descriptive statistics,

including averages and variability measures. A researcher can also utilize
graphs, scatter plots, and frequency tables to visualize data and look for
trends or outlier. Researcher can derive findings or conclusions from data
using inferential statistics. Then, it can run a test on the assumption or
estimate the population parameter using the sample data.

In this research, the survey will be distributed based on a case study that
chosen which is in Klang area. There are commercial building that focused
on shopping mall because a lot of people are doing their activities in mall.
Therefore, mall is one of commercial building that a group of people will
coming. It is will be easy to collecting a data minimum with 50 respondents
from a people in building.

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3.4.2 Secondary Data

The process of gathering data for a researcher's study that uses previously
released primary data is known as secondary data collection. When
conducting research with limited time and money for the project, secondary
data can be very helpful. The readings from books, articles, newspapers, and
journals that present the publishers' research findings can be used to gather
secondary data. Secondary data was used in this study as a second technique
of data collecting in addition to primary data. Online resources like Google
Scholar, which has a lot of written secondary sources for reference, can be
used for discovering secondary data.

3.4.3 Instrumental Design

Users will be several asked questions about their satisfaction with the
building's maintenance management performance in order to gather data. via
google form. The surveys will list the different sorts of building maintenance
services, and users will only need to check out if they are satisfied based on
their recent experiences. Additionally, if any of them have any
recommendations to enhance building maintenance management.

There are four(4) sections of the online questionnaires—section A, section

B, and section C—will be created using Google Forms and it will be
distributed in bilingual. The demographic information of the respondent is
gathered in Section A of the questionnaire, including their gender, age, and
line of work. In Section B, independent variable data on customer satisfaction
with the building was to be gathered. Any suggestions for enhancing building
maintenance management will be made in Section C.

Section A: Demography Information

Section B: Information About Users Satisfaction Against Performance of
Maintenance Management Based On to Case Studies.

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Section C: Information On Factors That Contributes To Users Satisfaction In
Maintenance Management.
Section D: Recommendation An Improvement Strategies To Maintain
Building Performance And Condition

3.5 Data Analysis

The data will be obtained by questionnaire survey and it will obtained a

finding of the research from the survey. A questionnaire is distributed to
obtain the information and statistics. There are two basic methods for
evaluating data which is and Customer Satisfaction Rating (CSAT) analysis
and score frequency and percentage analysis.

3.5.1 CSAT Analysis

The user experience every time they experience a service is used to calculate
the customer satisfaction (CSAT) statistic, which is used to assess how well
customer service is performing overall. Users rate how satisfied they are
using a five(5) likert scale, which is then transformed to a percentage
between 0 and 100, with 100 representing overall satisfaction.

This method are using to obtain a data from respondents that answer a survey.
It is including opinion form respondent about a statement that given. The
average score format for this analysis rate from 1 to 5 which:

Numbers Rate
1 Very Dissatisfied
2 Dissatisfied
3 Neutral
4 Satisfied
5 Very Satisfied

Table 3.3: Level of Satisfaction of User

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3.5.2 Score Frequency and Percentage Analysis

After receiving the responses from the respondents, the data will be gathered
and categorized in accordance with the stated point. Thus, analysis of each
point's proportion is possible. the formula employed to analyze data obtained
using a quantitative approach.

This method to analyzing the percentage of respondents who responded to

the survey. The formula will also be transformed to a format with numerical
values.

For example:

User Satisfaction Point / Total of Respondents X 100% = Overall Total

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3.6 Summary

In order to ensure that data may be gathered and delivered for research
purposes, this chapter concludes by offering a concept for the provision of an
acceptable research methodology. Each research design use a research
techniques which quantitative techniques, to collect data. To prevent any
erroneous information, a sampling strategy and system are required.

The research methodology is a crucial part of carrying out this study since
it affects the response to the research questions and is required to fulfill the
study's objectives. In order to achieve the three primary goals of the study,
which are to know details in maintenance management performance in
commercial building, the user satisfaction level in maintenance management,
and to improve maintenance management in building in future. and
accomplish those goals, each approach that will be employed is described in
detail in this chapter.

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