Assessment of Facilities Management Service Quality and user Satisfaction in Selected Public Convention Centers in South-East Nigeria

Abstract

Public convention centers in South-East Nigeria accommodate large, varied, and time-sensitive events; however, no empirical research has investigated whether the facilities management (FM) services they offer align with user expectations. This study evaluated FM service quality and user satisfaction at the International Convention Centre Awka, the International Conference Centre Enugu, and the Emmanuel Iwuanyanwu International Conference Centre in Owerri. A cross-sectional survey involving 361 users, selected from a Yamane-derived sample of 388 through purposive and systematic sampling, was analysed using descriptive statistics, the Relative Importance Index, Pearson correlation, multiple regression, and one-way ANOVA, following the SERVQUAL model and Expectancy-Disconfirmation Theory. The results indicated a moderately high overall perception of service quality (mean = 3.51), with tangibility and assurance receiving the highest ratings, while reliability and responsiveness were rated the lowest. FM service quality was found to be a significant predictor of user satisfaction, with the five SERVQUAL dimensions jointly explaining 34.5% of the variance in satisfaction (R² = 0.345, p < .001) and the overall composite score alone explaining 33.2% (R² = 0.332, p < .001). Power supply failures, insufficient funding, and lack of proactive maintenance identified as the most critical challenges (composite mean = 3.69, p < .001). Notable inter-center variation was also observed (p < .001), with ICC Awka consistently outperforming the other centers. The study suggests the implementation of reliable power infrastructure, dedicated maintenance budgets, and formal FM governance structures.