Residents’ Perception of the Quality of Facilities and Services at “The Residence”, Festac Town, Lagos

Abstract

Housing is one of the three basic needs of man and is crucial to man’s survival. The goal of providing any type of shelter is to ensure maximum satisfaction and convenience for its users. Over the years, residents’ satisfaction with private housing estates in Nigeria has not attracted much attention from researchers, compared to public housing estates. This study therefore investigated residents’ perception of the quality of facilities and services provided in “The Residence”, Festac Town, Amuwo-Odofin, Lagos, Nigeria. This was done in order to determine the level of satisfaction of residents with the quality of facilities and services. The study’s objectives are to investigate the state of the building’s facilities and services and to ascertain residents’ perceptions of their housing environment in terms of maintenance and security. A total of 119 questionnaires was administered to the residents in the study area, and a response rate of 71% was achieved. The data obtained was analysed using descriptive statistical tools. Out of the 17 parameters presented to the residents, they ranked 3 as “excellent”, 13 as “very good” and 1 as “fair”. Moreover, the respondents admitted that the property is well-maintained (RII=0.917) and the maintenance personnel are skillful (RII=0.816). Finally, they also affirmed that “The Residence” is secure due to the presence of functional CCTV (RII=0.896), adequate number of security men (RII=0.868) and a reasonable restriction on visitors’ access to the building (RII=0.851). The study urged the managing agents of “The Residence” to pay constant attention to its facilities and services, which would result in enhanced long-term resident satisfaction. This study is expected to serve as a benchmark for investors in residential buildings, since it offers information on how privately-owned estates in Nigeria – and by extension in other developing nations – may be improved qualitatively.