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Users are key stakeholders in event facilities, and therefore facilities management (FM) services must meet their needs and expectations. The paper aims to assess users’ perceptions of FM practices and sustainability in event facilities in higher education institutions.

The study used a descriptive design approach to explore the perceptions of end-users of event facilities. Using Kwame Nkrumah University of Science and Technology as a case study, 384 users of the event facilities were contacted through the email directory of the event facilities. Questionnaires were used to collect data and analysed in descriptive and inferential statistics with the aid of the Statistical Package for Social Sciences (SPSS v22.0).

The study categorised users’ perceptions into customer care, security and safety and service quality dimensions. The results revealed that constituent key important indices of these three dimensions were not significant at both the composite and individual levels. Thus, the users generally perceived FM practices in the event facilities to be below standard. None of the three sustainability constituents was significant, suggesting that users perceived event FM sustainability practices as below standard.

The study presents users’ perceptions of FM practices in event facilities. It has also suggested effective ways of managing event facilities to improve user comfort, safety and satisfaction.

The study provides relevant information on users’ perceptions of FM practices. It specifically has sustainable FM as a key component, which is crucial for achieving sustainable development goals.

Effective facility management (FM) can reduce environmental effects on buildings throughout their life cycle. This study aims to investigate the challenges in implementing building information modelling (BIM) for FM in government buildings in Thailand.

Eight government-building facility experts were interviewed using an in-depth interview method to identify FM challenges. The collected qualitative data were analysed via thematic analysis to ensure data saturation. The final questionnaire was designed with 45 FM problems, classified into management, technical and human resource problems, to collect quantitative data from 54 government FM officers. The data were used to prioritise the severity and frequency of the FM problems using the severity index (SI) and relative importance index (RII).

Management problems have the highest impact, with an average SI of 0.285, followed by human resource (average SI = 0.266) and technical (average SI = 0.264) problems.

This study identifies the government-building FM problems in Thailand that are critical to the development of a BIM execution plan (BEP) guideline. The findings can facilitate strategy development for government-building operations and management in line with the public procurement and supply administration of Thailand. These findings can serve as a guideline to inform the development of a BIM Roadmap for integration into the national digital roadmap and the Thailand 4.0 policy to mitigate construction-related environmental and climate issues.

Through its advanced computational capabilities, cyber–physical systems (CPS) proffer solutions to some of the cultural challenges plaguing the effective delivery of facilities management (FM) mandates. This study aims to explore the drivers for the uptake of CPS for FM functions using a qualitative approach – the Delphi technique.

Using the Delphi technique, the study selected experts through a well-defined process entailing a pre-determined set of criteria. The experts gave their opinions in two iterations which were subjected to statistical analyses such as the measure of central tendency and interquartile deviation in ascertaining consensus among the experts and the Mann–Whitney U test in establishing if there is a difference in the opinions given by the experts.

The study’s findings show that six of the identified drivers of the uptake of CPS for FM were attributed to be of very high significance, while 12 were of high significance. Furthermore, it was revealed that there is no significant statistical difference in the opinions given by experts in professional practice and academia.

The study’s outcome provides the requisite insight into the propelling measures for the uptake of CPS for FM by organisations and, by extension, aiding digital transformation for effective FM delivery.

To the best of the authors’ knowledge, evidence from the literature suggests that no study has showcased the drivers of the incorporation of CPS for FM. Hence, this study fills this gap in knowledge by unravelling the significant propelling measures of the integration of CPS for FM functions.

Although the quality of health-care infrastructure and equipment influences patient’s overall health-care experience, health-care infrastructure and equipment are not always managed and maintained with the attention required. This is due mainly to the complexity of health-care infrastructure and equipment and shortage of maintenance budget. This study aims to determine if patient’s satisfaction of core health-care business is mediated by the quality of health-care infrastructure and equipment.

This cross-sectional study comprises 622 adult patients at the Physician OPD and Polyclinic of Komfo Anokye Teaching hospital, Tamale Teaching hospital and Cape Coast Teaching hospital in Ghana. Structural equation model Smart PLS was used to analyse the data.

The study results showed that the quality of health-care infrastructure and equipment has a positive significant influence (mediation) on the relationship between health-care delivery and patient’s satisfaction as well as the relationship between adequacy of health-care resources and patient’s satisfaction. However, it was shown not to have a positive significant influence (mediation) on the relationship between quality of health-care personnel and patients’ satisfaction as well as health-care administrative process and patient’s satisfaction.

First, the study findings are centred on cross-sectional data, which capture the opinion of the patients at a specific time period instead of over a period of time. Consequently, in future, though difficult to achieve, a longitudinal study can be piloted to provide more insight. Second, the data was collected from only one country (Ghana); thus, the ability to generalise the results may be a challenge.

The implication of this study is that there is the need to prudently maintain hospital infrastructure and equipment in good working condition as it has a positive effect on patients’ satisfaction of their overall health-care experience.

Most studies have concentrated on patient’s health-care experience. This study extends the knowledge of patient’s health-care experience by determining the mediating role of quality of health-care infrastructure and equipment on the relationship between patient’s satisfaction and core health-care business. There are limited studies of such nature in Ghana. Therefore, this study will provide invaluable empirical data for the health-care sector of a developing African country.

This study aims to explore an emerging collection of smart building technologies, known as smart workplace solutions (SWS), in the context of facilities management (FM).

This study is based on semi-structured interviews with facility managers in Finland, Norway and Sweden who have deployed SWSs in their organizations. SWS features, based on empirical data from a previous study, were also used to further analyse the interviews.

It analyses the benefits that SWSs bring from the facility management point of view. It is clear that the impetus for change and for deploying SWS in the context of FM is primarily driven by cost savings related to reductions in office space.

This research has been conducted with a focus on office buildings only. However, other building types can learn from the benefits that facility managers receive in the area of user-centred smart buildings.

SWSs are often seen as employee experience solutions that are only related to “soft” elements such as collaboration, innovation and learning. Understanding the FM business case can help make a more practical case for their deployment.

SWSs are an emerging area, and this study has collected data from facility managers who use them daily.

The purpose of this study is to examine the impact of a soft facility practice in the organized retail sector. In specifics, it draws context from a security practice and assesses its effect on customers’ satisfaction and patronage in retail properties.

The research method is quantitative. The study used a survey research design with the use of a structured questionnaire for data collection. The data were collected from the head of households who purchase items in the retail shops. It applied a logistic regression model to estimate customers’ satisfaction and the effect of the current security practice on patronage.

Contrary to expectation, descriptive analysis of data shows that respondents were satisfied with the security procedure with weighted means scores (3.62, 3.74, 3.78 and 3.66) above average for bag check at exits, reconciliation of receipts with purchase, the attitude of security personnel during exit checks and time taken during exit checks. With specific reference to bag checks at the exit, logit shows that 32% were neutral while 8% were dissatisfied with the security practice. Among the dissatisfied, logit shows an odds ratio of 0.059, which implies that they are likely to verbally express their dissatisfaction with the shop. On the other hand, the chances that they would not do this are more likely with an odds ratio of 162818201.343. Further, continuous patronage (Loyalty) is strongly less likely with an odds ratio of 1.250E-22. This was corroborated by a similar odd ratio of 4.068E-11 estimated for those that would take the exit option due to the bag’s check.

The limitation of this study is that samples were randomly drawn from an unknown population of customers. However, the study was guided by Cochran (1963) to select a valid representative sample and support the reliability of the research findings.

The findings on satisfaction imply that the convenience and swiftness associated with shopping in a retail shop had been eroded by the current security facility practices which may lead to a reduction in the growth and retail sector turnover. While many dissatisfied customers would have exited if there are alternative shops with more customer-friendly security practices, the limited number of organized retail shops in the study area will prevent this from happening.

Literature on the management of facilities in real estate is quite vast; however, not much attention has been paid to the management of security in the retail sector particularly in Nigeria. This study is, therefore, novel, as it provides seminal evidence on this important topic and will serve as a reference for further research in Nigeria.

The purpose of this study is to develop and validate the business streamlining (BS) model proposed in 2017.

This study/paper develops and validates the qualitatively generated BS model, a conceptual model of service sourcing relationships, by testing it quantitatively. A survey was sent to chief exective officers, chief purchasing officers or facility managers in 764 private or public companies in Sweden with an annual turnover exceeding € 10m. The categories were tested and analyzed by means of factor analysis.

The BS model for managing service sourcing processes was confirmed to be significant overall, meaning that it is applicable irrespective of service sourcing context. The efficiency pursuing (EP) was found to have an interlinking role that calls for a revision of the BS model. Furthermore, the four categories tended to load pairwise.

Although this cross-sectional study confirms the relevance of the BS model for managing service-sourcing processes, further studies should examine both the relative significance of its categories in different service-sourcing contexts and why the four main categories tend to pair.

The results support that the model is flexible and adaptable to a wide range of service-sourcing circumstances. Irrespective of the relative complexity of facility management (FM) sourcing processes, the categories can be adapted to fit the service sourcing context. Thus, it can be used as a tool to analyze and facilitate strategic decision-making.

The paper validates that the BS model can represent the dynamics of different service-sourcing processes, regardless of the complexity of the context.

Heating, ventilating, air-conditioning and cooling (HVAC) systems are crucial in daily health-care facility services. Design-related defects can lead to maintenance issues, causing service disruptions and cost overruns. These defects can be avoided if a link between the early design stages and maintenance feedback is established. This study aims to use experts’ experience in HVAC maintenance in health-care facilities to list and evaluate the risk of each maintenance issue caused by a design defect, supported by the literature.

Following semistructured interviews with experts, 41 maintenance issues were identified as the most encountered issues. Subsequently, a survey was conducted in which 44 participants evaluated the probability and impact of each design-caused issue.

Chillers were identified as the HVAC components most prone to design defects and cost impact. However, air distribution ducts and air handling units are the most critical HVAC components for maintaining healthy conditions inside health-care facilities.

The unavailability of comprehensive data on the cost impacts of all design-related defects from multiple health-care facilities limits the ability of HVAC designers to furnish case studies and quantitative approaches.

This study helps HVAC designers acquire prior knowledge of decisions that may have led to unnecessary and avoidable maintenance. These design-related maintenance issues may cause unfavorable health and cost consequences.

Although a regulatory framework was established in Malaysia to govern practising property managers, the satisfaction level on residential property management remains low. This unfortunate situation necessitates a review of property managers’ job scope and their current standards of practice. Hence, this study aims to investigate the correlation between the performance of property managers in residential property management job scope and resident satisfaction.

The scope of work in property management services was first identified through a review of existing research and literature on property management. Subsequently, a survey questionnaire was administered, and the data collected was analysed to determine the relationship between the performance of the scope of work in residential building management and resident satisfaction. The research data was obtained from occupiers of residential properties and the findings formed the basis for research with an objective to enhance current property management practice.

Residential buildings represent the major building stocks of the country. The research showed that a majority (7 out of 9) of the identified scope of work significantly influence and affect resident satisfaction. Additionally, the logistic regression analysis outcome further confirms that the performance of maintenance management is a significant predictor of resident satisfaction.

This research identifies the critical scope of work in property management services which affects resident satisfaction. It also suggests various recommendations to improve property management services to achieve a higher level of resident satisfaction.

This study describes how maintenance capability should be created during the design and construction phases of construction projects. Purpose of the abstract to define the elements for creating the maintenance capability and the process to be used in construction life cycle projects for buildings.

An inductive and qualitative research method was used to construct the proposed process based on the literature and 18 interviews in two large construction companies.

The results indicate that the maintenance phase is usually overlooked during the design and construction phases, and capabilities are not systematically built. In particular, processes are lacking in data management, causing severe problems in maintenance.

This study presents a process including key requirements and activities for creating maintenance capability in conjunction with the design and construction phases, which is novel to the literature. The validated process can be adapted based on the needs of the construction company.