...Dubem I. Ikediashi; Stephen O. Ogunlana; Isaac A. Odesola Purpose – The purpose of this paper is to explore the concepts of satisfaction and service quality of outsourced facilities management (FM) services. Design/methodology/approach – An empirical survey of 208 stakeholders in Nigeria’s...

...). Service quality is an antecedent of service satisfaction and both are affected by customer expectations and perceptions (De Ruyter et al., 1997). When a discrepancy develops between the expected service quality and the actual service quality as received by the customer, it is termed a “gap”. Gaps...

... reviews the performance of PPP projects based on criteria such as respect for timely delivery and costs, innovation, service quality and life cycle costing; then a case study focusing on energy saving performance contract (ESPC) is expounded. Findings The research indicates that PPP performs well...