User satisfaction with outsourced facility management (FM) services in multi-tenanted shopping malls in Ghana

Abstract

Purpose This study aims to assess the satisfaction of users with outsourced facility management (FM) services in multi-tenant shopping malls (SMs) in Accra, Ghana. Design/methodology/approach This study measured user satisfaction (US) with 15 FM services using the perception of internal users about the attitude and courtesy of the personnel who provide the services, the reliability of the services, their responsiveness and their competence. This study used survey data from 117 users who have actively used these services for at least 12 months using structured questionnaires. The data was descriptively analysed to assess the perceived satisfaction of the users in five SMs. Findings The results showed that users were satisfied with the delivery of all 15 services (each had a mean above 3.0 which is the benchmark satisfaction point). The findings also showed high levels of service quality with the four dimensions of satisfaction investigated. Originality/value This study demonstrates US with outsourced FM services for multi-tenant SMs in Ghana. Practically, property owners, potential investors and other stakeholders can rely on the findings for effective FM strategy decision-making. Facility managers can rely on these findings to review their service delivery for the better.