Work environment service quality and occupant loyalty in Business Process Outsourcing (BPO) office buildings: Integrating SERVQUAL and facilities management dimensions

BackgroundFacilities management (FM) services play a critical role in ensuring safe, comfortable, and productive workplace environments. As modern office buildings become increasingly complex, understanding how service quality influences occupant satisfaction and loyalty has become an important issue in workplace management research.ObjectiveThis study aimed to examine the factors influencing occupant satisfaction with facilities management services and to investigate how service quality dimensions contribute to occupant loyalty in office building environments.MethodsA structured questionnaire survey using a five-point Likert scale was administered to 106 office occupants. The instrument incorporated SERVQUAL dimensions, facilities management attributes, customer satisfaction, and occupant loyalty. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. Reliability and validity were assessed through Cronbach's alpha, composite reliability, and discriminant validity.ResultsThe results indicate that several service quality dimensions significantly influence occupant satisfaction. In particular, tangibles, responsiveness, and building aesthetics demonstrated strong positive effects on satisfaction and loyalty. The measurement model showed satisfactory reliability and validity, and the structural model confirmed significant relationships between facilities management service quality and occupant loyalty.ConclusionThe findings highlight the importance of tenant-oriented facilities management practices in enhancing occupant satisfaction and fostering long-term loyalty in office buildings. Improving service responsiveness, maintaining high-quality physical environments, and prioritizing occupant-centered management strategies can contribute to more sustainable workplace environments.