Effect of Facilities Management Service Quality on User Satisfaction and Institutional Image

Abstract

The rapid change in all sectors of human endeavour disrupts the way businesses, organisations and institutions conduct their activities. In the service industry, provision of high quality service becomes the trending issue as service users increasingly becomes sophisticated. Studies have shown that provision of high quality service improves institutional image and influences level of users’ satisfaction. The aim of this study is to investigate the effect of facilities management services quality on users’ satisfaction and institutional image in Gombe State University (GSU) with a view to providing evidence-based information for managerial decision. Using survey strategy, 666 questionnaires were administered, of which 458 were retrieved and used for analysis. The result show that FM service quality has statistically significant effect on institutional image (β = 0.979; t = 473.10; p < 0.05) and user satisfaction (β = 0.990; t = 1483.32; p < 0.05). The overall model performance indicated that FM service quality explained about 96% and 98% variation in institutional image and users’ satisfaction respectively. It is recommended that decision makers in higher education institutions (HEIs) should pay more attention to the management and upgrading of both core learning facilities and other support services to ensure sustained user satisfaction and institutional image.