SOURCE:

Faculty: Environmental Sciences
Department: Estate Management

CONTRIBUTORS:

Aguome, N. M.
Ogbuefi, J.U.
Egolum,C. C.

ABSTRACT:

The aim of the research was to examine the influence of facility management services on service delivery in seaports with a view to providing information that will enhance seaport service delivery towards the attainment of their core values. By adaptation of Logical Customer Performance Ladder model by Smith (2008) and modified to Logical Service Delivery Ladder by Aguome (2019). The specific objectives of the research were to determine the influence of space management on service delivery of seaports in South South Nigeria:, to examine the influence of workplace programming and receptiveness of the seaports in the study area, to ascertain the influence of business development management on employee engagement in the study area and to determine the influence of support services management on customer experience in seaports in the study area. In this research, descriptive research design was applied, making use of interview guide and set of questionnaire as instruments of data collection. The source of data was mainly primary sources. The population of the study comprises Warri (Old and New) Ports, Koko, Burutu and Sapele Ports in South-South Nigeria. Specifically, the study surveyed all 97 employees (senior staff) across the ports under study as obtained from NPA Human Resources Department (2017) as well as 384 seaport customers using Freud and Williams formula to determine the sample size. The essence is that the officers are best placed to ascertain the relationship between facility management and employee and organizational service delivery of the seaport and the seaports customers were in the best position to ascertain the effect of support services management on customer experience. Given the manageable nature of the population, a census study was carried out. Data was presented with tables while the hypotheses are subjected to testing using Spearman Rank Order Correlation Coefficient to measure the relationship between the variables and establish the relationship between the variables. The study found that there is significant positive effect of space management on service quality in the organizations under study (r = .88; p < 0.05), it was found that the relationship between workplace programming and responsiveness was significantly positive (r = .98; p < 0.05), it was also found that the correlation between business development management and employee engagement was significantly positive (r = .80; p < 0.05), the study also found that to large extent, support services management affects customer experience in Nigerian seaports (r = 0.705; p < 0.05). On the basis of research findings, the study concluded that the impact of facility management on service delivery of Nigerian seaports was significantly positive. The study recommended the adoption of space management through contemporary Information and Communications Technology systems, seaport operators and stakeholders should give adequate priority to the workplace in a bid to boost responsiveness to customer orders, seaport management should undertake and encourage continuous training and development programmes capacity building of employees, a system of innovation in seaport practices is needed to constantly ensure maintenance and procurement programmes that comply with the service level agreement.