Validation of a Questionnaire for Objective Evaluation of Performance of Built Facilities

Abstract

Meeting user needs, expectations, and aspirations are the prime objectives of a facility provider; hence, it is necessary to evaluate a built facility while considering meeting user needs/expectations. Among present methods in vogue to elicit user feedback, the questionnaire remains the foremost and most common tool. The quality of feedback and its subsequent analysis entirely depend on the robustness of the questionnaire, which in turn depends on its content. Because questionnaires currently used to gauge user satisfaction are subjective, obtained feedback does not necessarily reflect actual performance. It is necessary to develop a survey instrument that can gauge user satisfaction as objectively as possible, that truly reflects ground reality. A questionnaire was developed based on carefully chosen attributes and the characteristics describing these attributes. A pilot survey was conducted to check its translation, construct, and consistency validity. Despite the increased number of questions, the offered objectivity will have a highly productive immediate and long-term impact on the performance of built facilities.