EFFECTS OF FACILITY MANAGEMENT ON SERVICE DELIVERY OF SELECTED SEAPORTS IN NIGERIA

Author's Name: AGUOME, Njideka M., OGBUEFI, Joseph U. and EGOLUM, Charles C.
Subject Area: Social Science and Humanities
Subject Management
Section Research Paper

Keyword:

Facility Management, Seaport Service Delivery, Support Services Management


Abstract

The study focused on determining the effect of facility management on service delivery of selected seaports in Nigeria. Objectives of the study were: to determine the effect of space management on service quality of seaports in Nigeria, to examine the relationship between workplace programming and responsiveness of Nigerian seaports, and to determine the extent to which support services management affects customer experience in Nigerian seaports. In this work, descriptive research design was applied, making use of a structured questionnaire as instrument of data collection. Source of data was mainly primary sources. The population of the study comprised Warri (Old and New) Ports, Escravos Light House, Koko, Burutu and Sapele Ports in South-South Nigeria. Specifically, the study holistically surveyed all 97 employees across the ports under study. Hypotheses were subjected to testing using Pearson Product Moment Correlation Coefficient and Spearman Rank Order Correlation Coefficient to establish the relationship between the variables. The study found that there was significant positive effect of space management on service quality in the organizations under study (r = .88; p < 0.05), it was found that the relationship between workplace programming and responsiveness was significantly positive (r = .98; p < 0.05), it was also found that to large extent, support services management affected customer experience in Nigerian seaports (r = 0.705; p < 0.05). On the basis of research findings, the study concluded that the effect of facility management on service delivery of Nigerian seaports was significantly positive. The adoption of space management through contemporary Information and Communications Technology systems, giving adequate priority to the workplace in a bid to boost responsiveness to customer orders, and a system of innovation in seaport practices for sustainable maintenance and procurement programmes were recommended.

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