Ikediashi, D I (2024) Facilities management strategic roles and services quality performance in Nigeria’s banking sector. Journal of Engineering, Design and Technology, 22(5), pp. 1591-1615. ISSN 1726-0531
Abstract
Purpose: Facilities management (FM) as a strategic management tool has been an attractive research topic among scholars and practitioners alike for decades. The primary purpose of this paper is threefold: to assess the extent of use of FM roles (strategic, tactical and operational); to examine user satisfaction of service quality performance; and to analyse the influence of FM roles on service quality performance using data from Nigeria’s banking sector. Design/methodology/approach: Relying on exploratory cross-sectional survey, 350 copies of a structured questionnaire were purposively distributed to senior management staff, bank staff, FM supervisors and bank customers in Lagos, Nigeria. One hundred and forty valid responses were returned to give a response rate of 40%. Data collected were analysed using descriptive, Spearman rank correlation and Kruskal–Wallis tests. Findings: It was discovered that strategic facilities planning, IT planning strategy and real estate decisions are the most important FM roles at the strategic level; resource management, data control and planning change at the tactical level; and implementations, building operations and emergencies at the operation level. Findings equally revealed that visual appealing of materials associated with services (tangibles), insisting on error-free records (reliability), willing to help (responsiveness), having the knowledge to answer questions (assurance) and giving individualised attention (empathy) were the most important service quality performance indicators. Furthermore, the study revealed that strategic FM roles significantly influenced tangibles, reliability and responsiveness of staff and the services. Besides, tactical FM roles significantly influenced all service quality indicators except assurance, while operational FM roles had significant influence on tangibles, responsiveness and empathy. Originality/value: To the best of the author’s knowledge, this study has provided first ever insight into the extent of FM strategic roles in the banking sector and influence of FM roles on service quality performance.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | banking sector; correlation analysis; facilities management; Nigeria; service delivery; service quality; user satisfaction; questionaire survey |
| Index terms: | supervisor, implementation, resource management, real estate, Lagos, quality performance, management staff, Nigeria, correlation analysis, service delivery, facilities management, building operation, strategic management, user satisfaction, facilities planning, methodology, service quality, questionnaire, practitioner, strategy, banking, survey, performance indicator |
| Subjects: | control systems, practitioner, data collection methods, client relations, contractual arrangements, economic analysis, project delivery, real estate economics, Geography, service delivery, design process, performance measurement, management, performance management, research methods, statistical analysis |
| Topics: | Stakeholder Management, Roles and Professions, Procurement, Business Strategy, Research Practice, Geographical Context, Project Management, Urban Studies, Design Practice, Quality Management, Human Resources |
| Descriptive scope: | 5 PCTEA |
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