Effect of Facilities Performance and Quality on User’s Satisfaction with Facilities Provided in Industrial Training Fund Building Maitama, Abuja

Abstract

The study investigated user satisfaction and performance of facilities management service delivery in private high-rise buildings using the industrial training fund (ITF) house Maitama, Abuja, as a study area. Survey research was carried out through the use of a questionnaire instrument. Three hundred fifty questionnaires were administered to users, of which 304 were retrieved. The simple random sampling technique was adopted for the study, while data obtained from the field were analysed using statistical packages for social. The study found that only pest control services, security facilities (e.g. CCTV), parking facilities, and fire extinguishers were rated well by the respondents in the study area. Results also indicate that users were delighted with leisure facilities (e.g. seating bench), refuse disposal facilities, intercom system and TV reception, and recreational facilities and were satisfied too with fire alarms. Users are happy with the pest control systems in the ITF building, security facilities, parking, fire extinguishers, electricity supply systems, water supply systems and air conditioning. Further findings show that facilities performance explains 78.9% of the variance in user satisfaction which is highly significant (Sig. = .000) as indicated by the F-value of 394.4. Furthermore, standardised Beta coefficients indicate that quality has the most significant beta coefficient of 0.826, thus making the most substantial contribution in explaining user satisfaction which means facilities' performance and quality have a positive and significant effect on user satisfaction. The study concluded that ITF building Maitama, Abuja facilities are performing satisfactorily. This suggests that the building owners and operators must put substantial provisions in place to perform satisfactorily. Finally, the study recommended that owners and management of high-rise buildings must recognise the need to improve the effectiveness of Facilities service to make the buildings more functional and comfortable for users.