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(4), pp. 363-379. ISSN 2044-124X
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.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | hospitals; quality management; service quality; services; factor analysis; facilities management services |
| Index terms: | methodology, user satisfaction, structural equation model, factor analysis, service quality, quality management, loading, facilities management, cleaning, facilities management services, personnel, satisfaction, meaning, structural equation modelling, survey, Nigeria |
| Subjects: | quality assurance, statistical analysis, sociology, Geography, service delivery, research methods, maintenance engineering, management, performance measurement, project delivery, construction operations, client relations, data collection methods |
| Topics: | Site Management, Human Resources, Quality Management, Stakeholder Management, Project Management, Geographical Context, Research Practice, Business Strategy |
| Descriptive scope: | 5 PCTEA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here