Purpose This study aims to assess the satisfaction of users with outsourced facility management (FM) services in multi-tenant shopping malls (SMs) in Accra, Ghana. Design/methodology/approach This study measured user satisfaction (US) with 15 FM services using the perception of internal users about the attitude and courtesy of the personnel who provide the services, the reliability of the services, their responsiveness and their competence. This study used survey data from 117 users who have actively used these services for at least 12 months using structured questionnaires. The data was descriptively analysed to assess the perceived satisfaction of the users in five SMs. Findings The results showed that users were satisfied with the delivery of all 15 services (each had a mean above 3.0 which is the benchmark satisfaction point). The findings also showed high levels of service quality with the four dimensions of satisfaction investigated. Originality/value This study demonstrates US with outsourced FM services for multi-tenant SMs in Ghana. Practically, property owners, potential investors and other stakeholders can rely on the findings for effective FM strategy decision-making. Facility managers can rely on these findings to review their service delivery for the better.

Globalization and its attendant expansion of businesses continue to create opportunities for the use of e‐commerce. E‐commerce is noted for contributing to cost reduction, capital expansion, efficiency and high client satisfaction in businesses. Unfortunately, there is dissatisfaction among investors in student housing with the application of e‐commerce in Ghana. This study examined the key factors influencing satisfaction among investors in student housing with e‐commerce platforms and traded products in Ghana. A concurrent mixed design based on survey and interviews, as well as an Exploratory Factor and thematic analyses of data were used. Whereas security and interface features were key factors influencing investors' satisfaction with e‐commerce platforms, product availability and quality of packaging were key factors influencing investors' satisfaction with traded products. It would be worthwhile for website designers to consider these factors in designing websites. Also, by considering these factors, suppliers can increase their revenues. Furthermore, the results of this exploratory factor analysis means that further confirmatory studies may be conducted to validate the findings.

PurposePrevious students' housing studies have neglected the need to study all-inclusive student housing and quality of services delivery among students with disability. This study explores the expectations in students' housing among university students living with disabilities (SWDs) in Ghana.Design/methodology/approachThe study adopted a mixed-methods approach, involving 423 SWD selected from five public and three private universities across Ghana. Grounded on the Gap Model, the study employed exploratory factor analysis to extract factors of service quality delivery and universal building design for SWD living in off-campus students' housing.FindingsThe study uncovered that, expectations of SWD regarding building design specifications hinges more on inbuilt universal design than external building environment designs. SWD are more interested in safety, health, managerial assurances and security. In all, five factors provided a huge gap in services quality delivered by off-campus students' housing.Practical implicationsThe Gap Model technique offers a framework that provides an insight for students' housing investors, managers, researchers and local authorities that provides an insight on the needs of SWD in student housing, thus making it possible to attain satisfactions amongst SWD.Originality/valueUnlike health-related studies that deals with expectations of all-inclusive buildings for persons with disability in hospitals, this study uniquely uncovered the expectations of services delivery and building design support to SWD in the Ghanaian context.

Purpose This study aims to examine the effect of using word-of-mouth and online housing website strategies for student housing selection and building services satisfaction during COVID-19. Design/methodology/approach The study adopted mixed-methods research approach. An online survey of 975 public and private university students experience on room selection prior to school re-opening in Ghana was used. An exploratory factor analysis (EFA) and multiple regression model (MRM) were used to estimate the satisfaction of using online websites and word-of-mouth strategies (renting housing based on personal recommendation) on student room pricing and building services availability. Telephone interviews were further used to support the results of EFA and MRM. Findings The study reveals that most students were satisfied with the word-of-mouth strategy than online review marketing strategy for room selection during the COVID-19 pandemic. Secondly, online student housing review marketing strategy provided higher rent which did not reflect the services available. Furthermore, students were more interested in the nature of rooms, lavatories and kitchen in their choice of room than availability of internet, study area, television (TV) room and gym center. Practical implications The study suggest that student housing managers require to market their facilities as-it-is than to use one room as an advertising justification for all rooms which does not usually provide a true reflection of the existing situation of room. Again, housing which rely on online marketing strategies need to provide compensation for students who feel they have been misled by their advertisement. Originality/value The provision of compensation to students and availability of COVID-19 protection measures determine student room selection. Asides, the introduction of online marketing strategies in student housing in sub-Saharan student housing market is new, and, consequently, this study on it is a novelty.

This study sought to assess the adequacy levels of some purpose-built hostels around the Wa campus of the UDS to meet the growing students' population in the Wa township. It sought to find out the qualitative adequacy levels of the accommodation provided by these private hostels and how the accommodation provided by the private sector adequately supports the educational needs and requirements of students. It also sought to identify the key housing attributes and services (facilities) whose improvement will enhance the level of satisfaction derived from these hostels. It was a post-occupancy evaluation based on survey questionnaires of 31 housing attributes. A five-point Likert scale was used in measuring the qualitative adequacy levels of five purpose-built hostels. The data was analysed with descriptive statistical techniques. Respondents found the hostels fairly adequate for academic purposes. No hostel was either very inadequate or very adequate. The building component attributes rated were mainly found to be adequate whiles the ancillary services needed by students were mostly found fairly adequate. Fire safety and internet services were found to be inadequate and contributed least to the overall adequacy of the hostels. The results suggest the need for regulation in the planning, design and construction of hostels in Wa since about one-half of the attributes used were generally rated fair and none found very adequate. Fire safety is critical in students housing due to the multitenant nature of hostels. This was however found inadequate; necessitating urgent attention to avert any future disaster.