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

Abstract

This research assessed and compared the delivery of facilities management services in public high riseresidential buildings in Lagos, Nigeria. The objectives include the examination of service delivery method,assessment of the quality of service and determination of resident’s satisfaction of the FM services. Themethodology adopted is quantitative research and data were collected with use of questionnaire. The responseoptions to the questions were ranked using the 5-point Likert scale. A total of 111 questionnaires were served inthe two case studies. However, only 84 were retrieved, 57 from Eko Court and 27 from Boyle Street.Cumulatively 75.67% of the questionnaires were filled and retuned. The study finds that most of the servicesexpected in high rise buildings are available in the case studies and the services are outsourced. The residents ofthe estates are relatively satisfied with the quality of service they are being provided with. However, the EkoCourt residents exhibited a higher level of satisfaction. This infers that the quality of services provided in EkoCourt is relatively better than what is obtainable in Boyle Street. The difference in level of satisfaction betweenthe two estates is attributed to location and social class of people residing in the estates. The expectation of theresidents with regards to each service is also a factor. The study recommends improved standardization ofservices, customized services and management of customer’s expectation as ways of improving servicedelivery.