Abstract
The facilities management industry is undergoing a transformative shift driven by the growing emphasis on sustainability and technological innovation. Smart buildings, energy efficiency, and environmental responsibility concepts are central to modern facility management strategies. This progression has stimulated the integration of advanced technologies such as the Internet of Things (IoT), artificial intelligence (AI), and data analytics tools that are key to optimising facility performance and occupant satisfaction. Alongside these advancements, the South African facility management industry faces significant challenges including cybersecurity threats to the interconnected systems, a need to upskill the workforce to ensure the seamless interoperability of the tech-enabled systems.
The study developed a framework for assessing the quality of facility management services and its effect on customer satisfaction. A study of Delta Facility Management Company in South Africa determined factors influencing the quality of facility management services in a workplace based on customer perceptions. Quantitative, sample-based research method was used. Primary data was collected from 312 participants selected from 500 Delta Facility Management Company customers.
Smart buildings, energy efficiency, and environmental responsibility concepts are central to modern facility management strategies. This has stimulated the integration of advanced technologies such as the Internet of Things (IoT), artificial intelligence (AI), and data analytics tools that are key to optimising facility performance and occupant satisfaction.
Modern-day businesses incorporate smart technology, sustainability practices and data-driven strategies to optimise to enhance workplace efficiency. Internal factors affecting the quality of facility management services include building age and condition, employee training and availability of resources for a sustainable workplace. External factors like inadequate staffing, lack of maintenance plans and high employee turnover can disrupt established systems and reduce the quality-of-service delivery.