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Ikediashi, D I, Ogunlana, S O and Odesola, I A (2015) Service quality and user satisfaction of outsourced facilities management services in Nigeria’s public hospitals. Built Environment Project and Asset Management, 5(04), 363-79.

  • Type: Journal Article
  • Keywords: hospitals,quality management,service quality,services,factor analysis,facilities management services
  • ISBN/ISSN:
  • URL: https://doi.org/10.1108/BEPAM-03-2014-0024
  • Abstract:
    Purpose - The purpose of this paper is to explore the concepts of satisfaction and service quality of outsourced facilities management (FM) services. Design/methodology/approach - An empirical survey of 208 stakeholders in Nigeria’s hospitals was used to first, assess the level of satisfaction of users of outsourced FM services and second, validate a conceptual model using the structural equation modelling (SEM) methodology. Findings - Findings show that the three top services are cleaning (6.17), security (6.01) and landscape maintenance (5.73) while the least rated service is the plant maintenance and their personnel. The result also indicates that all six hypotheses were supported by the service quality satisfaction model structural equation model, meaning that quality attributes depicted by the outsourced FM services is antecedent to overall satisfaction. Specifically, “security services to overall satisfaction” received the highest path loading of 0.88, and was closely followed by “cleaning services to overall satisfaction” with a loading of 0.82. “Plant maintenance services to overall satisfaction” was however supported even though it had a very low path coefficient of 0.38. Originality/value - The study establishes a causal relationship between antecedents of satisfaction and service quality within the context of Nigeria’s public hospitals and provided insight into outsourced services that received high level of satisfaction among stakeholders unique from previous studies.

Nguyen, T P and Chileshe, N (2015) Revisiting the construction project failure factors in Vietnam. Built Environment Project and Asset Management, 5(04), 398-416.

Nielsen, L-H K, Akanmu, A and Anumba, C J (2015) Comparative analysis of back-to-back subcontracts in the construction and telecommunications industries. Built Environment Project and Asset Management, 5(04), 446-60.

Ofori-Boadu, A N, Shofoluwe, M A, Owusu-Manu, D-G, Holt, G D and Edwards, D (2015) Analysis of US commercial buildings’ energy efficiency programs. Built Environment Project and Asset Management, 5(04), 349-62.

Oyewobi, L O, Windapo, A O and James, R O B (2015) An empirical analysis of construction organisations’ competitive strategies and performance. Built Environment Project and Asset Management, 5(04), 417-31.

Seneviratne, K, Amaratunga, D and Haigh, R (2015) Post-conflict housing reconstruction: Exploring the challenges of addressing housing needs in Sri Lanka. Built Environment Project and Asset Management, 5(04), 432-45.

Zeb, J, Froese, T and Vanier, D (2015) An ontology-supported asset information integrator system in infrastructure management. Built Environment Project and Asset Management, 5(04), 380-97.