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Facilities management (FM) as a strategic management tool has been an attractive research topic among scholars and practitioners alike for decades. The primary purpose of this paper is threefold: to assess the extent of use of FM roles (strategic, tactical and operational); to examine user satisfaction of service quality performance; and to analyse the influence of FM roles on service quality performance using data from Nigeria’s banking sector.

Relying on exploratory cross-sectional survey, 350 copies of a structured questionnaire were purposively distributed to senior management staff, bank staff, FM supervisors and bank customers in Lagos, Nigeria. One hundred and forty valid responses were returned to give a response rate of 40%. Data collected were analysed using descriptive, Spearman rank correlation and Kruskal–Wallis tests.

It was discovered that strategic facilities planning, IT planning strategy and real estate decisions are the most important FM roles at the strategic level; resource management, data control and planning change at the tactical level; and implementations, building operations and emergencies at the operation level. Findings equally revealed that visual appealing of materials associated with services (tangibles), insisting on error-free records (reliability), willing to help (responsiveness), having the knowledge to answer questions (assurance) and giving individualised attention (empathy) were the most important service quality performance indicators. Furthermore, the study revealed that strategic FM roles significantly influenced tangibles, reliability and responsiveness of staff and the services. Besides, tactical FM roles significantly influenced all service quality indicators except assurance, while operational FM roles had significant influence on tangibles, responsiveness and empathy.

To the best of the author’s knowledge, this study has provided first ever insight into the extent of FM strategic roles in the banking sector and influence of FM roles on service quality performance.

This paper aims to highlight the expanding link between facility management (FM) and building automation and control systems (BACS) through a review of literature. It examines the opportunities and challenges of BACS for facility managers and proposes solutions for mitigating the risks associated with BACS implementation.

This paper reviews various research papers to explore the positive influences of BACS on FM, such as support with strategic decision-making, predictive maintenance, energy efficiency and comfort improvement. It also discusses the challenges of BACS, including obsolescence, interoperability, vendor lock-in, reliability and security risks and suggests potential solutions based on existing literature.

BACS offers numerous opportunities for facility managers, such as improved decision-making, energy efficiency and comfort levels in office buildings. However, there are also risks associated with BACS implementation, including obsolescence, interoperability, vendor lock-in, reliability and security risks. These risks can be mitigated through measures such as hardware and software obsolescence management plans, functional requirement lists, wireless communication protocols, advanced feedback systems and increased awareness about BACS security.

To the best of the authors’ knowledge, no prior academic research has been conducted on the expanding link between FM and BACS. Although some papers have touched upon the opportunities and challenges of BACS for FM, this paper aims to provide a comprehensive overview of these findings by consolidating existing literature.

Building information modelling (BIM) has been established in the literature as a successful platform that creates an intelligent virtual model for processing data from conceptual design through construction to operational stage of a facility. However, its adoption for facilities management (FM) provision in Nigeria has been slow due to inherent barriers. The aim of this paper is to (1) assess and categorise using factor analysis BIM for FM barriers and (2) model the barriers using stakeholders' personal/professional attributes.

Anchored on quantitative research design, 205 copies of structured questionnaire were distributed to key stakeholders and facilities managers in Nigeria's three strategic cities while 135 valid responses were received giving a response rate of 65.8%. Data collected were analysed using descriptive statistics while multiple regression analysis was used to model the barriers. Kruskal Wallis test was used to test the only hypothesis postulated for the study.

The study established lack of awareness of BIM for FM, poor supporting infrastructure for Internet services, and lack of education and training as the top three rated barriers militating against adoption of BIM for FM in Nigeria while corruption, widespread mistakes and errors and cultural issues were established as the three least rated barriers. Besides, findings also established eight underlying factors that explained 23 barrier factors used for the study which were subsequently used to develop eight regression models. In effect, gender, professional affiliation, organisation, experience, education, expertise, BIM for FM project type, and location were found to statistically predict the 8 extracted factors driving perceived barriers of BIM for FM adoption in Nigeria.

The study has provided a framework of barrier factors to help stakeholders identify specific barriers for which appropriate measures can be taken to ameliorate consequences of the perceived barriers. Meanwhile, an improved and rejuvenated advocacy on inherent benefits of BIM for facilities management by frontline stakeholders could potentially steer up interests and increased participation of stakeholders on BIM for FM.

The unique study developed the first ever regression model that links BIM for FM barriers to professional attributes of facilities management stakeholders in Nigeria.

This study aims to review the status quo, current state of research, research hot themes and research gaps in sustainable facilities management (SFM) in the built environment (BE) through an extant literature review.

To map and analyze knowledge paths in the context of SFM research, a sequential explanatory mixed-method review involving bibliometric and content analysis was used to help identify current research trends, research hot themes and knowledge gaps. The Scopus search engine was used to find 169 relevant articles. For a better understanding of the literature accumulated, a bibliometric analysis was carried out by using VOSviewer to reveal current research themes, the status quo and current state of research as well as research gaps.

Through the literature review and content analysis, the current research themes on SFM revealed from the study include green building technologies, assessment methods of SFM, smart buildings and building information modeling. The research hot themes in SFM include smart buildings and green building technologies, green buildings (GB), architectural and building designs in the university sector, assessment methods in buildings and decision-making and the adoption of asset and facility management in the university sector. Indoor air pollution, intelligent buildings, climate change, maintenance, environmental management, facilities, historic preservation, environmental performance, energy management, etc. are the research gaps identified from the study, and these serve as potential areas for future research studies under SFM. It was recognized that facilities managers are increasingly involved with sustainability policies within their organizations and are developing sustainability agendas to keep up with the changing nature of the facilities management (FM) profession.

The findings of this study hold relevance to the FM practice, as the integration of SFM by facilities managers can lead to waste reduction, decreased operating expenses and reduced energy consumption. In addition, occupants of sustainable buildings experience improved conditions that contribute to better health and productivity, thus boosting their overall well-being. Consistent with the themes of smart buildings and green technologies, revealed to be the hot themes in the SFM research scope, properties with sustainable features can command higher rental rates and property values, appealing to a broader range of stakeholders. SFM practices in universities can aid in saving money from reduced facility operational costs and improve the image of institutions while creating better indoor environments for students and staff. The analyses of countries involved in research can open doors for the establishment of research groups and the development of collaboration between universities in different countries researching similar topics of interest.

The geographical scope of this study is not limited and, therefore, encourages broad applicability of the findings to the global sustainable BE.

Facility management (FM) is regarded as an emerging issue in civil engineering and is responsible for ensuring the building's expected performance. The purpose of this study is to analyze buildings' current FM processes for educational and high residential segments and propose an FM-building information modeling (BIM) (BIM6D) to understand the information flow and leading players with and without FM-BIM integration.

The research strategy was a case study with data from the FM process of two buildings. This study was carried out in three stages: diagnosis of FM of the two buildings, FM-BIM integration and information flow and leading players analysis. Maintenance activities were categorized according to periodicity and status criteria for each project element for FM-BIM integration and were visualized in the Revit design using Dynamo software.

The results of this study show differences in how FM is conducted, especially in formalization and preventive character, and similarities regarding the difficulty of foreseen and lack of control because of scattered, disconnected and incomplete information on both. The visual appeal of the FM-BIM integration facilitates information access. It optimizes the use of the digital model through the most prolonged phase of the life cycle of a building (post-occupation phase). However, FM-BIM challenges buildings that do not have digital model expertise as residential segments. This study suggests a more significant role for construction companies in these cases.

This study investigates BIM-FM integration of buildings in two different contexts and reveals the importance of a construction company's role in buildings in the residential segment. This study contributes with real-life cases on BIM in existing buildings, discussing the value and challenges of BIM in FM applications.

This study aims to present the financial performance of companies and investment areas in the real estate investment trust (REIT) industry.

A fuzzy model for financial performance measurement (FM-FPM) was proposed through the collaboration of fuzzy axiomatic design (FAD) and fuzzy entropy weighting (FEW). For the data, financial ratios were used, and their importance and functional requirements were collected via a questionnaire survey.

The FM-FPM is a beneficial model to be used for a REIT industry based on the structured procedures of FAD and FEW techniques. It can be suitable to regularly evaluate the performance of REITs and their investment areas in financial means, especially in today’s turbulent business environment. The Turkish market that was considered to show the practical applicability of the FM-FPM demonstrated specifically that diversified real estate was found to rank first, followed by mixed-buildings, warehouses, shopping malls and hotels, respectively.

The FM-FPM can be employed for REIT industries in other countries and adapted to different industries. However, more respondents or a different set of criteria might lead to different outputs.

The FM-FPM may guide REIT managers and investors while making their decisions and controlling the performance of REITs and investment areas.

The FM-FPM may encourage low- and middle-income investors to make good use of their savings.

The research is first (1) to offer a FPM model in order to determine investable areas in a REIT industry and (2) to employ multiple criteria decision-making tools in order to measure the financial performance of individual companies and investment areas in a REIT industry.

This study aims to examine how the legitimacy of internal auditing is reconstructed during enterprise resource planning (ERP)-driven technological change.

The study is based on the comparative analysis of internal auditing and its transformation due to ERP implementations at two case firms operating in the food sector in Egypt – one a major Egyptian multinational corporation (MNC) and the other a major domestic company (DC).

Internal auditors (IAs) at MNC saw ERP implementation as an opportunity to reconstruct the legitimacy of internal auditing work by engaging and partnering with actors involved with the ERP change. In doing so, the IAs acquired system certifications and provided line functions and external auditors with data-driven business insights. The “practical coping mechanism” adopted by the IAs led to the acceptance (and legitimacy) of their work. In contrast, IAs at DC adopted a purposeful strategy of disengaging, blaming and rejecting since they were skeptical of the top management team's (TMT's) sincerity. The “disinterestedness” led to the loss of legitimacy in the eyes of the stakeholders.

The article offers two contributions. First, it extends the literature by highlighting a spectrum of behavior displayed by IAs (coping with impending issues vs strategic purposefulness) during ERP-driven technological change. Second, the article contributes to the literature on legitimacy by highlighting four intertwined micro-processes – participating, socializing, learning and role-forging – that contribute to reconstructing the legitimacy of internal auditing.

The facility management (FM) sector, which is developing rapidly, is making slower progress in Turkey compared to Europe and the USA. This paper aims to research the underlying issues leading to FM practices and offer insights into the implications of FM-related policies, especially for large urban transformation projects.

The study used a mixed-methods research design and collected qualitative data through semi-structured interviews with building/site managers and quantitative data through structured surveys with residents. Forty-nine building/site managers and 660 residents participated in the interview and survey from Turkey’s North Ankara and Dikmen Valley urban transformation projects.

The FM by residents, performed by the managers selected among homeowners, was preferred to the professional FM in Turkey. Education level, age, homeownership and duration of living in the region were associated with selecting FM practices. Cost also had an important place among the selection criteria, and the standard view from the residents was that professional FM would cause a cost increase. However, interviews with building/site managers in North Ankara and Dikmen Valley Urban Transformation areas revealed that a significant part of the problem resulted from insufficient knowledge and experience in FM.

Within the scope of the research, two urban transformation projects in Ankara Province were selected, and the survey was limited to the North Ankara Entrance Urban Transformation Project and Dikmen Valley Urban Transformation Project areas. Although there is a need to improve the understanding of FM in all facilities, built environments and collective buildings, collective buildings in urban transformation areas due to several constraints, those other identified areas are postponed for future study. In addition, collective buildings located in transformation areas differ from others in discussing the social dimension and the impact of management.

Within the scope of the research, two urban transformation projects in Ankara Province were selected, and the survey was limited to the North Ankara Entrance Urban Transformation Project and Dikmen Valley Urban Transformation Project areas. Although there is a need to improve the understanding of FM in all facilities, due to several constraints built environments and collective buildings in urban transformation areas, are postponed for future study. In addition, collective buildings located in transformation areas differ from others in discussing the social dimension and the impact of management.

This study evaluates two different FM approaches: FM by residents and professional FM, implemented in Turkey and identifies the criteria for choosing the FM practice. In addition, both building/site managers and residents evaluate different perspectives on FM. This study is unique because it compares different FM practices in Turkey and the criteria for residents to prefer different FM practices.

This study aims to improve the use of digitalization in facilities management (FM) for shopping complex facilities in the post-COVID-19 era. The resumption of economic activities, especially in shopping complexes, poses challenges for FM with throngs of shoppers. To tackle these challenges, enhanced and innovative FM practices are necessary.

The study used a qualitative research approach, incorporating case studies, interviews, observations and documentation. It focused on super-regional shopping complexes in the Klang Valley, Malaysia, selecting two complexes for qualitative data collection. Supplementary data were gathered from various sources, including government policy publications, websites, books, journal papers and archival records.

The research provides valuable insights into FM innovations and the application of FM digitalization in shopping complexes after the COVID-19 pandemic. It also addresses challenges faced by FM teams during this period. Recommendations for implementing FM digitalization in super-regional shopping complexes post-COVID-19 include developing skilled personnel, defining appropriate work scopes, strategies and policies, using cost-effective software, and increasing occupant awareness. The involvement of outsourced service providers is advised, emphasizing their understanding of the organization’s business model and innovative approaches.

The findings offer new perspectives on the characteristics of FM digitalization in the commercial sector during business disruptions caused by the pandemic. The proposed strategies are grounded in real industry implementations, aiming to enhance the FM digitalization approach for improved business performance.

The provision of an accessible and inclusive built environment is both a common regulatory requirement for architects and facilities managers, and a critical issue of equitable access for people with disability. Post Occupancy Evaluation (POE) is key to ensuring appropriate building accessibility is provided and maintained. Improved Building Information Modelling (BIM) integration with Facilities Management (FM) will enable more effective POE over time. This study aims to define and demonstrate the practicability and utility of a particular configuration of emerging BIM and related digital technologies, applied in the field.

A field study approach is applied to investigate the practicability and utility of the technology configuration and POE procedures. A proposed technology configuration is applied to evaluate 21 accessible bathrooms across three university buildings in Sydney, Australia. First, a checklist of technical functionality for a POE of accessible bathrooms particular to the field study FM context is established. The checklist is based on a review of recent literature, relevant standards, best practice guidelines, expert opinions, and the organisational requirements. Then, a technical and procedural approach to POE and BIM integration with FM is defined and applied in the field. Finally, a quantitative analysis of the results is presented and discussed relative to both the particular and general FM contexts.

The use of low-cost BIM and related technologies can usefully be applied in the field to promote a more progressive integration of BIM with FM and provide enhanced baseline models for ongoing POE. A rudimentary risk assessment of key accessible bathroom features (in the context of this field study) identified that the Toilet: toilet rolls location is unsatisfactory across all bathrooms surveyed and represents an immediate and high-risk failing. Other high-risk issues highlighted in this study included: Approach: access; Entrance: door fittings and security; and Layout: hazards.

This study offers a blue-print for building practitioners to adopt and progressively integrate low-cost BIM and related technologies with extant FM systems. The study also promotes an improved approach to effective POE practice in general, and to the assessment of accessible bathrooms in particular.

Recent reviews highlight key barriers to BIM integration with FM and significant limitations to current POE practice. Proposals for BIM integration with FM tend to focus on the comprehensive use of BIM. This study demonstrates the practicability and utility of a more progressive approach to BIM adoption and integration with FM in general. The study is also novel in that it shows how low-cost BIM and related technologies can be used as a baseline reference for ongoing POE. Building practitioners can adopt and adapt the technology configuration and approach to support a range of POE applications. This field study has identified immediate and high-risk potential failings of the accessible bathrooms provided on one university campus in Sydney, Australia.