The Impact of Facility Management Practice on Business Performance in Selected RETAIL Markets in Port Harcourt, Rivers State

Abstract

The need to contribute to a deeper understanding of the multifaceted impact of facility management practices on retail business performance in Port Harcourt, Rivers State Nigeria necessitated this study. The aim is to ascertain the impact of facility management on the overall performance of the retail markets. The research endeavours to evaluate the prevailing facility management practices within selected retail markets using a mixed methods research methodology to ensure a thorough exploration of the subject matter. The study population comprised various stakeholders within the retail market sector, including retail market owners, housekeepers, porters, vendors, and facility managers. A sample size of 161 respondents was selected to represent the diverse perspectives and experiences within the retail sector. Data collection involved a combination of qualitative and quantitative techniques. Qualitative data were gathered through interviews, allowing for in-depth exploration of participants' perceptions and experiences. Meanwhile, quantitative data were collected via structured surveys. The study finds that facility management practices has not improved customer satisfaction or employee productivity in selected retail market as respondents were very dissatisfied or dissatisfied with the current level of facility support provided for various operational aspects of the supermarket. Findings indicate that facility management practices such as provision of safe environment, standard of cleaning in facility management, relevance of provided equipment, high performance/ productivity risk mitigation, responsiveness of the facility management team in addressing customer issues, effective utilization of space can impact the overall performance of the retail market. The study concludes that effective facility management practices is a determinant of success in the competitive landscape of the retail market and recommends the setting up of clear standards for facilities management practice in the supermarkets, effective communication with the users/owners, implementation of preventive maintenance, adoption of smart technologies in retail market facility management plan, and the establishment of a facility management department to coordinate uses and services of facilities in the retail market buildings.