Quality of Property Management Service in Public Educational Buildings in Nigeria

Abstract

Quality as a service management tool plays a vital role in measuring the performance of service providers in the service sectors. One of the approach to measuring quality in service is to measure how satisfied the customers or service consumers are with the service result. This study aimed at evaluating the satisfaction of the staff of Abubakar Tafawa Balewa University Bauchi with the property management services provided by the Works and Services unit of the university. A sample of 38 respondents was randomly selected from the members of staff of the School of Environmental Technology of the university. Out of the 38 questionnaires administered 25 were successfully retrieved and used for analysis. The questionnaire was designed in Liker-Scale format where the various items measuring service dimension in the SERVQUAL framework were rated based on a five-point scale. Data were analyzed using ttest statistics at 95% confidence level. The result revealed that there is significant gap between the respondents’ service expectation and actual service encounter across the entire service dimension framework on the property management services provided in the university. This poses the need for urgent attention from the management of the university to address the issue as staff satisfaction with their work environment is a factor that contributes to achievement of the university’s mission and visions.

DOI: 10.5901/mjss.2013.v4n2p753