ABSTRACT
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.
CHAPTER ONE
INTRODUCTION 1.1 Background to the Study
Increased urbanisationin Lagos has brought the challenge of inadequate housing schemes for home buyers. Government at various levels have not been able to do much in providing accommodation for the growing population. Aside from shortfalls in supply, the housing conditions of public housing complexes are not of good quality. A lot of problems jeopardize the well-being and quality of life of residents (Ocholi, 1992 cited in Ukoha & Beamish, 1996; David Jiboye, 2012; Rahman, 2014; E. Eyiah-Botwe, 2015). According to Ocholi, (1992), some of these problems include degeneration of the health of the inhabitants due to overcrowding and trash that litters the environment, transportation shortages and poor neighbourhood facilities which include lack of designed playgrounds for children, multipurpose hall, parking areas, safety facilities for the disabled.
Torbical and Stroh (2001) research suggested that service is the most important component in determining overall satisfaction. However, previous research have shown how residents of public housinghave expressed dissatisfaction with their housing stock, being low quality housing that do not adequately match their needs, owing to lack of basic features such as good roads, schools, refuse disposal systems, security system, waste disposal, portable water, stable electricity, children playgrounds, community halls, car parks, facilities for the disables, fire escape route, fire prevention and fighting devices, adequate facilities management services, management response to repairs, and handling of residents’ complaints (Salleh et al 2011; David Jiboye, 2012; E. Eyiah-Botwe, 2015).