Appraising Users’ Satisfaction Level of Facilities Management Services in Condominium Apartments
Abstract of Appraising Users’ Satisfaction Level of Facilities Management Services in Condominium Apartments
Increased urbanisation in Lagos State has brought about the challenges of inadequate housing for individuals and the State as a whole. This research study aimed at appraising users’ satisfaction level on facilities management services provided in typical condominium apartments in Lagos State with a case study of Egerton Place Estate at Lekki, Lagos State. The research study identified some research questions which answers were provided for subsequently. Some of the research questions asked are: What are the service quality dimensions in managing condominium apartments? Are the residents satisfied or dissatisfied with the services? These questions were answered with the aid of a structured questionnaire in which out of the fifty eight residents administered to, forty of the questionnaires were retrieved and used for the analysis thereafter. The analysis was done using software called SPSS for the frequency distribution and a SERVQUAL Model for the ranking of the indicators listed in the sample questionnaire and ranked according to their mean item score respectively. Findings show that majority of the respondents expected more but their perceptions were moderate and also majority of the respondents are willing to spread the word-of-mouth about the Estate to prospective customers and will recommend the Estate Developer Company to their friends and others. The research therefore recommends that: improvement should be standardised in the services provided to meet with the world standard of facilities/services provision and facilities management service providers should always identify the most expected service(s) and understand the psyche of the users in order to meet their required satisfaction rather than devoting resources to least expected facilities or services.