Hybrid Performance-Measurement Model of Elevators

Abstract

This research first proposed a conceptual hybrid performance measurement model of elevators (HPMME) that consisted of three latent constructs involving three key performance indicators (KPIs) (condition of equipment, level of service, and risks) and 34 observed variables based on a comprehensive literature review and three rounds of brainstorming sessions with elevator experts. After that, a questionnaire survey was carried out to evaluate the relative importance of the three KPIs and their observed variables. Then, exploratory factor analysis of the survey data was conducted to identify the latent constructs representing the KPIs and their observed variables to validate the conceptual HPMME, and structural equation modeling was done to modify and improve the HPMME. Finally, the HPMME was further validated by experts. With the clearly defined relative significance of each KPI and each observed variable, the HPMME can act as a tool to quantitatively measure the performance of elevators, which would enable the relevant authorities in important decisions that include but are not limited to the prioritization of elevators for modernization and the allocation of manpower and other resources. Using the HPMME, maintenance contractors can identify the critical areas of performance improvement leading toward end-user satisfaction.