A Study of User Satisfaction of Outsourced Facilities Management (FM) Services in Public Residential Towers in Nigeria (A case study of Eko Court Towers and 27, Boyles Street/Boyle’s Street Flats).

Abstract

Residential properties are designed to provide livable environments for people and ought to meet the changing requirements of users. In most cases, the residential users are not satisfied in terms of spaces, (both private homes and public spaces as neighborhoods), facilities and services. Therefore developers and services providers should strife to meet the users need and expectations. The purpose of this project is to examine the satisfaction of the occupants of public residential towers in relation to the outsourced facilities/services. The objectives of this study are to (1) identify outsourced facilities management (FM) services in the case studies, (2) assess the effectiveness of outsourcing as a service delivery approach and (3) assess the level of satisfaction of occupants of FM service delivery. The study adopted questionnaire survey approach to collect qualitative data which were ranked for easy analysis in SPSS using measure of central tendency and frequency distribution. The satisfaction index was calculated to measure the level of satisfaction of the residents. The result shows that outsourcing is best way for FM service delivery as it is cost effective and with efficient services that is acceptable. The satisfaction index also reveals the differences in level of satisfaction. Electricity is of lowest satisfaction due to epileptic supply from national grid but the lifts were provided with standby power generator. An efficient power supply will help in FM service delivery and standardisation is needed in the industry