Assessing users' perception of Facilities Management services in a Public University: A case study approach

Abstract

ABSTRACT Facilities play a vital role in the attraction and retention of quality staff and students in tertiary institution. Hence, the perception of these facilities users is important in assessing Facilities Management (FM) services. Few studies exist in Nigeria on FM practice in tertiary institutions. Therefore, this study investigated the perception of staff and students on FM services within the campus of one of the foremost public universities in Nigeria. This study utilised survey approach by eliciting data from staff and students through self-administered questionnaire. Data collected were analysed using descriptive statistics, factor analysis, and independent sample t-test. It was found that staff and students were more satisfied with cleaning and security services than other FM services in the study area. A significant difference was also found between the perception of staff and that of students over five out of nine categories of FM services while staff were more satisfied in in all the five. The findings suggest the need for all-inclusive performance assessment of FM units and the need to embrace a more user-focused FM policy in tertiary institution. Further research covering more tertiary institutions and other stakeholders within university system may provide more generalisable results.