Formulating a Qualitative Framework for Assessing SERVQUAL Dimensions on Maintenance Service Perception and Budget Allocation in TVET Educational Landscape

Abstract

This study aims to develop a structured qualitative framework in assessing the SERVQUAL dimensions of polytechnic building maintenance services, as well as their relationship with budget planning and allocation. This study uses a qualitative research approach with a basic qualitative inquiry design, involving five participants among top management members from five selected polytechnics in Malaysia. Data were collected through semi-structured interviews and analyzed using manual coding and thematic analysis techniques. The results of the study show that there are imperfections in maintenance services, ambiguity in the budget allocation mechanism, and the absence of a data-based monitoring system. Based on these findings, the study proposes the formation of a Structured SERVQUAL Assessment Model that can support improvements in the polytechnic maintenance system, thus increasing the effectiveness of budget planning that is more transparent, systematic and responsive to the needs of technical and vocational higher education facilities.