Assessing facilities management service in postgraduate hostel using Servqual technique

Abstract

There is growing concern over the quality of service facilities management firms provide and the perception of customers on service satisfaction for the achievement of overall organizational goal. The study aimed at assessing the facilities management service in Henry Carr postgraduate hall of University of Lagos. A sample of 100 postgraduate students were randomly selected and administered with a 20-item questionnaire design to capture the various service dimensions. The result was analyzed using a Likert-scale type scoring where weights were assigned on the different measurement scales. It was discovered that there is wide gap between student's service expectations and perceived facilities management service offered in the hall with highest expectations being on the assurance dimension. The existing gap need urgent remedy in the area of prompt quality service delivery in order to achieve the cooperate overall goal of the prestigious learning centre in the country and also to harness the objective of encompassing people, process and procedure in outsourcing for customer satisfaction.

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