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.

The purpose of this study was to assess the drivers of outsourcing decisions of multi-tenanted shopping mall owners for facilities management in Ghana. The study was conducted using nine owners of multi-tenanted shopping malls in Ghana with a history and experience in outsourcing retail properties to third party facility management firms (n = 9) and facilities managers who are experts in providing outsourced services (n = 5). Using the Delphi technique, five surveys were conducted (Delphi polls) using questionnaires that were sent out to the participants via an online survey tool (Survey Heart). The surveys sought to build a consensus from the respondents on the factors that drive their decision to outsource FM in their properties and they were conducted over a period of 9 months. The results showed that the outsourcing decisions of multi-tenanted shopping mall owners in Ghana is driven by the strategic advantages, cost-saving benefits and the service quality-related benefits that outsourcing gives them. Among these broad factors, the ability to focus on core competencies for competitive advantage, and avoid the fixed cost associated with paying the salaries and other entitlements of in-house staff were the main reasons for their decisions to outsource. The results also showed that the owners are of the view that third-party services providers deliver quality FM services than in-house teams. The study shows the factors that drive the decision of multi-tenanted shopping malls in Ghana to outsource FM services in their buildings. The findings of the study will be useful to prospective investors into retail properties in Ghana as well as facilities management service providers and further research into facilities management.

PurposeThe study aims to assess the sourcing approaches used in providing facilities management (FM) services in hotels. It further explores the factors that influence hotels' choice of sourcing approach and the challenges.Design/methodology/approachThe study used a case study design. Simple random, census and purposive sampling techniques were used to select the hotels and respondents. Data were collected using interviews and analysed thematically. The data were presented in narration and direct quotes from the respondents. The critical factors influencing outsourcing decisions were ranked using the relative importance index. This study is based on a single case. Therefore, further research should be conducted to expand the scope of study nationwide as a step toward making the results more robust.FindingsBoth in-house and outsourcing sourcing approaches were used to provide FM services. In-house FM services mainly focused on cleaning, security and aspects of maintenance. Internet and information technology related services and other maintenance activities were also outsourced. Outsourcing decisions in the various hotel categories were mostly guided by the cost of outsourcing, core business, lack of in-house skills and hotel size.Practical implicationsFM strategy can be developed to guide the management of FM activities in hotels. An approach that adds value and enhances the activities of hotels and provides convenience to customers must be adopted by hotels. Further studies should be conducted on the cost implications of the two main sourcing approaches, as well as the impact of sourcing approaches on customer satisfaction. An additional study should focus on the driving factors influencing the cost and quality of outsourced FM services in hotels. This will help provide comprehensive information on effective FM sourcing approaches and the operations of hotels.Originality/valueThe study focused on the sourcing approaches used by hotels to provide FM services. It also explored the influencing factors and challenges of FM practices in hotels.

Purpose This study aims to assess the facilities management (FM) strategies used in multi-tenanted purpose-built office buildings (Mt-POBs) in Ghana and the drivers that influence the decision to use such strategies. Design/methodology/approach This study was conducted via a survey and key informant interviews. The survey was conducted using a questionnaire targeted at 65 multi-tenanted office building owners in the Greater Accra region. The data from the survey revealed the views of building owners on FM strategy and the extent to which 20 facility management decision drivers influenced their decisions to use a particular strategy and the responses were descriptively analysed. The key informant interviews were conducted among six leaders of the property owners’ association who use in-house FM to further understand their perspectives and decisions on using such strategy. The interviews were conducted over telephone using an interview guide and analysed using thematic analysis. Findings The results showed that 88% of Mt-POBs in Ghana are managed in-house. The results also showed that the decision to use the in-house strategy was driven by the innovative, strategic and cost-saving advantages associated with the in-house strategy. Originality/value This study shows the factors that drive the decision of multi-tenanted office building owners in Ghana to use the in-house strategy. The findings of this study will be useful for prospective owners of office buildings in Ghana.

The main aim of this study was to assess the level of compliance with health and safety management requirements on welfare facilities and Personal Protective Equipment by construction firms in Ghana. The study was conducted using a survey and participant field observation as the data collection approaches. The observation was done using an observation checklist developed from the welfare facilities and PPE requirements of the International Labour Organization on 35 construction sites selected across 7 regions of Ghana. The survey was conducted using a structured questionnaire with construction workers (n = 201). The results showed a high level of non-compliance with the provision of sanitary, accommodation, washing facilities, changing rooms and dining facilities. The results also showed that the only welfare facilities prioritised by construction firms were drinking water. Findings on compliance with the provision and use of PPEs showed that most construction firms failed to provide PPE for their workers. Also, the few firms who had them did not comply with the user directives. Therefore, construction firms must implement and enforce compliance with welfare facilities and PPE use. There is also the need for the development of a regulatory framework on occupational health and safety for the Ghanaian construction industry.