Purpose Special economic zones (SEZs) typically require high-quality service and infrastructure, as well as the presence of skilled and experienced facilities managers. However, the zones face several challenges in terms of facility management, such as poor infrastructure and an unprofessional approach to facilities management (FM). Using two public SEZs, this study aims to examine the drivers of effective facilities management practices, evaluate management strategies and explore challenges that prevent the zones’ effective facilities management. Design/methodology/approach The study uses a mixed-method research approach to collect data from selected investors and facilities managers, with primary data collected through a questionnaire to 101 respondents and interviews conducted with 8 facilities managers. Interpretive analysis was used to analyse qualitative data, while descriptive analysis was used to analyse data collected through a survey. Findings The results show that FM in the zones is highly in-house, with facilities managers’ roles only seen as critical during the occupation stage, little involvement during the construction stage and no involvement at all during the design stage. The analysis of the drivers for effective FM practices reveals a disparity between what is occurring on the ground and best practices. Furthermore, investors were dissatisfied with the quality of facilities management practices, the competence of facilities managers in carrying out their facilities management responsibilities and the time required to deliver services. Originality/value This study proposed a conceptual framework that guides policymakers and other stakeholders on properly managing PSEZs to attract investors’ interest. The study also calls for professional FM in PSEZs, policy intervention to separate government ownership from Zone management and addressing problems that impede zone competitiveness.
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