Current Volume 9
Evaluate The Level of Satisfaction of Users and Services Providers with The Operational Efficiency of Facilities Management Services at Sam Mbakwe International Cargo Ngor Okpala and Chinua Achebe International Cargo Umueri, Anambra State
Abstract
This study evaluated the level of satisfaction of users and service providers with the operational efficiency of Facilities Management (FM) services at Sam Mbakwe International Cargo Airport and Chinua Achebe International Cargo Airport. The research assessed the effectiveness of FM services in relation to airport operations, maintenance practices, safety compliance, environmental management, infrastructure functionality, and service delivery standards. A descriptive survey research design was adopted, using structured questionnaires, interviews, and field observations to obtain data from airport users, management staff, and FM service providers. The study revealed varying levels of satisfaction among stakeholders regarding the operational efficiency of facilities management services at the two airports. Findings indicated that while certain facilities such as terminal operations, security systems, and airfield lighting were moderately functional, challenges including inadequate maintenance culture, insufficient funding, poor technological integration, shortage of skilled personnel, and irregular power supply negatively affected service performance and user satisfaction. The study further established that effective facilities management significantly influences airport operational efficiency, safety standards, passenger comfort, and cargo handling performance. The research concluded that improved maintenance strategies, adoption of modern technologies, regular staff training, and increased investment in airport infrastructure are essential for enhancing facilities management performance and achieving compliance with international aviation standards. The study recommended the implementation of preventive maintenance systems, performance monitoring frameworks, and sustainable FM policies to improve service quality and stakeholder satisfaction at the selected airports.
Keywords
Facilities Management, Operational Efficiency, User Satisfaction, Service Providers, Airport Infrastructure, Passenger Satisfaction, Maintenance Management, Nigerian Airports.
Citations
IRE Journals:
Jennifer Ijeoma Nedolisa "Evaluate The Level of Satisfaction of Users and Services Providers with The Operational Efficiency of Facilities Management Services at Sam Mbakwe International Cargo Ngor Okpala and Chinua Achebe International Cargo Umueri, Anambra State" Iconic Research And Engineering Journals Volume 9 Issue 12 2026 Page 819-828 https://doi.org/10.64388/IREV9I12-1718766
IEEE:
Jennifer Ijeoma Nedolisa
"Evaluate The Level of Satisfaction of Users and Services Providers with The Operational Efficiency of Facilities Management Services at Sam Mbakwe International Cargo Ngor Okpala and Chinua Achebe International Cargo Umueri, Anambra State" Iconic Research And Engineering Journals, 9(12) https://doi.org/10.64388/IREV9I12-1718766
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