FM Service Delivery and Quality Service Measurement in Public High Rise Residential Buildings in Nigeria: The Use of SERVQUAL and Satisfaction Index

Olanrele, Olusegun Olaopin; Thontteh, Esther Oromidayo

doi:10.5539/jms.v4n3p145

Cited by 6 publications

(7 citation statements)

References 25 publications

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“…For instance, a similarity relationship exists between relationship satisfaction, FM service acceptance and word-of-mouth (WOM). This finding shows that customer satisfaction could influence word-of-mouth and intention to repurchase [18,35,37]. According to Figure 7, there is a strong similarity between relationship satisfaction and FM services acceptance.…”

Section: Fm Services Acceptance and Word-of-mouthmentioning

confidence: 78%

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Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback

2021

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There has been growing interest in how to foster collaborative relationships between facility managers and end-users to obtain user-centred post-occupancy data for improving design and user satisfaction. Despite this attempt, there is little understanding on how facility managers respond to user feedback and its impact on user post-feedback behaviours. Drawing from theoretical insights from organisational justice, organisational response, and service quality studies and using a case study of higher education facilities in Australia, how facility managers manage user feedback to drive collaboration between facility managers and users during occupancy is explored. Various methods were used in this case study research, including document analysis, interviews, and observations. The research findings indicate that facilitation, timeliness, redress, apology and explanation, and attentiveness and efforts are applicable to facilities management (FM) services and could influence user post-feedback behaviour. Current responses to user feedback are not satisfactory, resulting in a poor relationship between facility managers and users that negates service acceptance and the engagement in a positive word-of-mouth. To foster more facility manager–user collaborative relationships in post-occupancy evaluation, and position FM as a service organisation, there is a need for improvements in current FM responses to user feedback and the effective management of user post-feedback behaviours.

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Section: Fm Services Acceptance and Word-of-mouthmentioning

confidence: 78%

“…Thus, the service quality (SERVQUAL) model is often applied to FM research to measure customer satisfaction with FM service quality [37,38]. However, the model has been criticised to lack the potential to measure service encounter outcomes [38,39].…”

Section: Effortmentioning

confidence: 99%

Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback

2021

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“…The feedback handling process can be measured by gauging user satisfaction. In FM service quality assessment, many previous researchers have used the SERVQUAL model to measure user satisfaction (Abu Hassan et al , 2008; Olanrele and Thontteh, 2014; Karunasena et al , 2018) as indicated in Table I, and this model is explained in the next section.…”

Section: Customer Feedback and Service Organisations’ Responsesmentioning

confidence: 99%

“…Different commentators in FM research have used the SERVQUAL model to measure FM service quality and user satisfaction (for example, Abu Hassan et al , 2008, Olanrele and Thontteh, 2014 and Karunasena et al , 2018). For instance, Karunasena et al (2018) adopted the SERVQUAL framework to manage tenant satisfaction in FM service encounters (Figure 1).…”

Section: Application Of the Service Quality Model In Facilities Managementmentioning

confidence: 99%

Facility managers’ responses to user post-occupancy feedback: a conceptual framework

Abisuga

Wang

Sunindijo

2020

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Purpose This study aims to explore the various approaches used in the general customer service industry to develop a conceptual framework for evaluating the responses of facility managers to user post-occupancy feedback. Design/methodology/approach This study uses conceptual analysis based on a comprehensive review of relevant literature. Findings The results of the study established 24 propositions which are categorised under organisational response dimensions specific to facilities management (FM): timeliness, facilitation, redress, apology, credibility of explanation, attentiveness, effort and their relationships with overall satisfaction and post-feedback behaviour, such as word of mouth and acceptance to continue using the facilities. Research limitations/implications The established propositions are derived from existing theories using a deductive approach. The framework can be further enhanced to suit various applications in FM services. Practical implications This conceptual framework is a generic model, appropriate to many FM scenarios. The framework can be used to develop standard policies and procedures to foster and encourage collaborative relationships between users and facility managers. It reinforces transparency and trust between facility managers and users during the operation and management of the facilities, and improves FM effectiveness, facility performance and user post-occupancy experience. Originality/value In the FM area, no systematic approach has been previously established to evaluate and improve the response process to the users’ feedback. The proposed framework is a pioneer contribution in this area.

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“…There is therefore a tendency for the investors of multi-unit apartments to be carried away with the returns on their investments at the cost of satisfying the residents of such apartments. Also, multi-unit residential buildings provide for the use of common spaces, utilities, and services, the availability of which is critical to residents' satisfaction (Olanrele and Thontteh, 2014).…”

Section: Introductionmentioning

confidence: 99%

Residents’ Perception of the Quality of Facilities and Services at “The Residence”, Festac Town, Lagos

Oluwunmi

Emoka

2022

Nig. J. Env. Sci. & Tech.

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Housing is one of the three basic needs of man and is crucial to man’s survival. The goal of providing any type of shelter is to ensure maximum satisfaction and convenience for its users. Over the years, residents’ satisfaction with private housing estates in Nigeria has not attracted much attention from researchers, compared to public housing estates. This study therefore investigated residents’ perception of the quality of facilities and services provided in “The Residence”, Festac Town, Amuwo-Odofin, Lagos, Nigeria. This was done in order to determine the level of satisfaction of residents with the quality of facilities and services. The study’s objectives are to investigate the state of the building’s facilities and services and to ascertain residents’ perceptions of their housing environment in terms of maintenance and security. A total of 119 questionnaires was administered to the residents in the study area, and a response rate of 71% was achieved. The data obtained was analysed using descriptive statistical tools. Out of the 17 parameters presented to the residents, they ranked 3 as “excellent”, 13 as “very good” and 1 as “fair”. Moreover, the respondents admitted that the property is well-maintained (RII=0.917) and the maintenance personnel are skillful (RII=0.816). Finally, they also affirmed that “The Residence” is secure due to the presence of functional CCTV (RII=0.896), adequate number of security men (RII=0.868) and a reasonable restriction on visitors’ access to the building (RII=0.851). The study urged the managing agents of “The Residence” to pay constant attention to its facilities and services, which would result in enhanced long-term resident satisfaction. This study is expected to serve as a benchmark for investors in residential buildings, since it offers information on how privately-owned estates in Nigeria – and by extension in other developing nations – may be improved qualitatively.

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FM Service Delivery and Quality Service Measurement in Public High Rise Residential Buildings in Nigeria: The Use of SERVQUAL and Satisfaction Index

Cited by 6 publications

References 25 publications

Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback

Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback

Facility managers’ responses to user post-occupancy feedback: a conceptual framework

Residents’ Perception of the Quality of Facilities and Services at “The Residence”, Festac Town, Lagos

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