Conservation by facilities management : developing a heritage facilities management strategy to achieve economic and cultural sustainability of a UNESCO world heritage site, the case of Hoi An ancient town

Abstract

Hoi An was once a South-East Asian trading port from the 15th to the 19th centuries. Preserved with multi-cultural influenced buildings and streetscape, Hoi An was inscribed on the World Heritage List by UNESCO in 1999. Today, Hoi An Ancient Town is a popular tourist destination; the number of tourists has increased drastically for these years. However, the town is now struggling with the problem of sustainable tourism development. Hoi An City People’s Committee found out that there was a sharp decrease in the European visitors. Both academic journals and travel forums have revealed the problem of overcrowding and touristy of the ancient town. If the problem is unchecked, cultural authenticity and the economic sustainability of the place will be affected. Proper management seems to be urgently needed for the place. This dissertation study investigated the cause of the problem and suggested ways to improve Hoi An Ancient Town by the use of facilities management (FM) approach. In terms of FM, customers satisfaction is important in achieving the primary goal of an organization. As a living heritage, both the tourist and the people working/living in the town are the customers of the town, and their suggestions are equally important. The experience and expectation of the facilities of the customers were obtained through interviews. Together with the findings in mapping and observation in the town, recommendations were suggested to help Hoi An Ancient Town in achieving the cultural and economic sustainability.