Purpose This study aims to assess the satisfaction of users with outsourced facility management (FM) services in multi-tenant shopping malls (SMs) in Accra, Ghana. Design/methodology/approach This study measured user satisfaction (US) with 15 FM services using the perception of internal users about the attitude and courtesy of the personnel who provide the services, the reliability of the services, their responsiveness and their competence. This study used survey data from 117 users who have actively used these services for at least 12 months using structured questionnaires. The data was descriptively analysed to assess the perceived satisfaction of the users in five SMs. Findings The results showed that users were satisfied with the delivery of all 15 services (each had a mean above 3.0 which is the benchmark satisfaction point). The findings also showed high levels of service quality with the four dimensions of satisfaction investigated. Originality/value This study demonstrates US with outsourced FM services for multi-tenant SMs in Ghana. Practically, property owners, potential investors and other stakeholders can rely on the findings for effective FM strategy decision-making. Facility managers can rely on these findings to review their service delivery for the better.

The purpose of this study was to assess the drivers of outsourcing decisions of multi-tenanted shopping mall owners for facilities management in Ghana. The study was conducted using nine owners of multi-tenanted shopping malls in Ghana with a history and experience in outsourcing retail properties to third party facility management firms (n = 9) and facilities managers who are experts in providing outsourced services (n = 5). Using the Delphi technique, five surveys were conducted (Delphi polls) using questionnaires that were sent out to the participants via an online survey tool (Survey Heart). The surveys sought to build a consensus from the respondents on the factors that drive their decision to outsource FM in their properties and they were conducted over a period of 9 months. The results showed that the outsourcing decisions of multi-tenanted shopping mall owners in Ghana is driven by the strategic advantages, cost-saving benefits and the service quality-related benefits that outsourcing gives them. Among these broad factors, the ability to focus on core competencies for competitive advantage, and avoid the fixed cost associated with paying the salaries and other entitlements of in-house staff were the main reasons for their decisions to outsource. The results also showed that the owners are of the view that third-party services providers deliver quality FM services than in-house teams. The study shows the factors that drive the decision of multi-tenanted shopping malls in Ghana to outsource FM services in their buildings. The findings of the study will be useful to prospective investors into retail properties in Ghana as well as facilities management service providers and further research into facilities management.

PurposeThe study aims to assess the sourcing approaches used in providing facilities management (FM) services in hotels. It further explores the factors that influence hotels' choice of sourcing approach and the challenges.Design/methodology/approachThe study used a case study design. Simple random, census and purposive sampling techniques were used to select the hotels and respondents. Data were collected using interviews and analysed thematically. The data were presented in narration and direct quotes from the respondents. The critical factors influencing outsourcing decisions were ranked using the relative importance index. This study is based on a single case. Therefore, further research should be conducted to expand the scope of study nationwide as a step toward making the results more robust.FindingsBoth in-house and outsourcing sourcing approaches were used to provide FM services. In-house FM services mainly focused on cleaning, security and aspects of maintenance. Internet and information technology related services and other maintenance activities were also outsourced. Outsourcing decisions in the various hotel categories were mostly guided by the cost of outsourcing, core business, lack of in-house skills and hotel size.Practical implicationsFM strategy can be developed to guide the management of FM activities in hotels. An approach that adds value and enhances the activities of hotels and provides convenience to customers must be adopted by hotels. Further studies should be conducted on the cost implications of the two main sourcing approaches, as well as the impact of sourcing approaches on customer satisfaction. An additional study should focus on the driving factors influencing the cost and quality of outsourced FM services in hotels. This will help provide comprehensive information on effective FM sourcing approaches and the operations of hotels.Originality/valueThe study focused on the sourcing approaches used by hotels to provide FM services. It also explored the influencing factors and challenges of FM practices in hotels.

Purpose This study aims to assess the facilities management (FM) strategies used in multi-tenanted purpose-built office buildings (Mt-POBs) in Ghana and the drivers that influence the decision to use such strategies. Design/methodology/approach This study was conducted via a survey and key informant interviews. The survey was conducted using a questionnaire targeted at 65 multi-tenanted office building owners in the Greater Accra region. The data from the survey revealed the views of building owners on FM strategy and the extent to which 20 facility management decision drivers influenced their decisions to use a particular strategy and the responses were descriptively analysed. The key informant interviews were conducted among six leaders of the property owners’ association who use in-house FM to further understand their perspectives and decisions on using such strategy. The interviews were conducted over telephone using an interview guide and analysed using thematic analysis. Findings The results showed that 88% of Mt-POBs in Ghana are managed in-house. The results also showed that the decision to use the in-house strategy was driven by the innovative, strategic and cost-saving advantages associated with the in-house strategy. Originality/value This study shows the factors that drive the decision of multi-tenanted office building owners in Ghana to use the in-house strategy. The findings of this study will be useful for prospective owners of office buildings in Ghana.

The main aim of this study was to assess the level of compliance with health and safety management requirements on welfare facilities and Personal Protective Equipment by construction firms in Ghana. The study was conducted using a survey and participant field observation as the data collection approaches. The observation was done using an observation checklist developed from the welfare facilities and PPE requirements of the International Labour Organization on 35 construction sites selected across 7 regions of Ghana. The survey was conducted using a structured questionnaire with construction workers (n = 201). The results showed a high level of non-compliance with the provision of sanitary, accommodation, washing facilities, changing rooms and dining facilities. The results also showed that the only welfare facilities prioritised by construction firms were drinking water. Findings on compliance with the provision and use of PPEs showed that most construction firms failed to provide PPE for their workers. Also, the few firms who had them did not comply with the user directives. Therefore, construction firms must implement and enforce compliance with welfare facilities and PPE use. There is also the need for the development of a regulatory framework on occupational health and safety for the Ghanaian construction industry.

PurposeThe adaptation of emerging building designs for single room occupancy in off-campus university student housing during the COVID-19 pandemic is evolving. However, assessing its effects on student satisfaction to compensate for COVID-19-associated impacts is missing. As a result, the study examines the satisfaction of students with emerging building designs in single-room off-campus student housing in Ghana.Design/methodology/approachThe study is quantitatively based on positivist philosophical thinking. A purposive sample of 202 purpose-built student housing facilities was selected across public and private universities in Ghana. Using systematic stratified sampling, the study sampled 1,212 student residents through a survey. A principal component method (PCM) was used to assess the availability of 10 emerging building design and basic building services variables across the study location. Multiple regression was employed to determine the satisfaction and predict potential variables for policy formulation.FindingsThe analysis revealed that private space for social distancing, the availability of hands-free fittings in the toilet and bathroom, and the availability of hands-free fixtures in the kitchen unit was common single-room self-occupancy support systems. However, there is a huge gap in the availability of key emerging building designs and basic building services and their associated effects on students' satisfaction across the study locations. Therefore, relevant proposals to serve as fundamental requirements for developing an off-campus student housing model during pandemics were indicated.Research limitations/implicationsIt is seen that emerging building designs across the housing sector are equally evolving among off-campus student housing. The study helped to understand that student satisfaction with emerging building designs and basic services is a motivational need for students. However, the preparedness of student housing owners to adopt and satisfy the requirements of these design require further studies.Originality/valueWhile COVID-19 and its associated effect keep evolving in building design requirements, it is equally relevant to assess the students' satisfaction with these designs and services among single room occupancy-made off-campus student housing. This research is limited to Africa.

Purpose The purpose of this study is to explore user satisfaction with in-house facility management (FM) services in multi-tenanted office buildings in Accra, Ghana using a post-occupancy evaluation (POE) approach. Design/methodology/approach The study assessed user satisfaction with FM service quality by using a POE of their perceptions about the attitude and courtesy of the FM personnel, the reliability of the FM services they provide, the responsiveness and the competence of the service providers. The study used walk-throughs and questionnaire surveys as the POE methods. One hundred and twenty-one users from 22 multi-tenanted office buildings, who have actively used the FM services for at least a year, were purposively sampled. The data was collected via a survey using a structured questionnaire. The data was analysed using descriptive statistics and principal component analysis in version 25 of statistical package for the social sciences. Findings The study revealed that users were dissatisfied with the quality of in-house FM services across all 15 services The results also showed that users’ satisfaction with the services is not affected by the differences in their age, gender, educational level, job role and number of years in the buildings. The results further demonstrated that the most critical factors that resulted in users’ dissatisfaction were electric facilities, building fabric maintenance, emergency coordination, waste management and the decoration of the buildings during festive seasons. Originality/value To the best of the authors’ knowledge, the present study based on POE to assess user satisfaction with FM services for multi-tenant office buildings has, presumably, not been tackled before in Ghana. The results of the study are very essential to the owners of the buildings and facility managers in decision-making concerning the delivery of FM services. Building industry-wise, the results demonstrate the need for in-house FM managers in multi-tenanted office buildings in Ghana to adopt FM service delivery methods that increase user satisfaction. The results also call for further research into user satisfaction with outsourced FM services in multi-tenanted office buildings and further research on the use of the in-house strategy on other types of buildings to ascertain whether the dissatisfaction with FM is due to other factors such as the choice of FM strategy, the property type etc.

With the rising urbanisation of some parts of Ghana, the demand for land for various purposes is inevitable. The article assesses current trend of  large-scale land acquisition in Teshie and Kasoa. The study used semi-structured interviews to solicit primary data from key informants such as chiefs at Nyanyano-Kasoa and Tsie-We family head at Teshie, land guards, and investors who acquire large scale lands in these areas to identify the trends in such acquisitions between 2014 to 2019.The study uncovered that though there are variations in the nature of land ownership in Teshie and Kasoa, multiple sale of lands, poor land management practices, litigation and land guarding are common practices in both areas. The study found that there is an institutional gap as both the state and traditional institutions have not really done much to deal with the challenges  confronting LSLAs in these areas. It is recommended that land owning groups be engaged and educated by the Lands Commission in collaboration with Customary Lands Secretariat on proper ways to manage and sell their lands to avoid multiple sales and the conflicts that it brings. The Ghana police service should crackdown on land guarding which is an illegal activity. Keywords: Large-scale, Land Acquisition, Land Ownership, Customary Land Secretariat, Traditional Authorities