The Influence of Facilities Provision and Service Quality on Users’ Satisfaction in Area One Shopping Centre, Garki, Abuja

Abstract

This study investigated the influence of facilities provision and service quality on users’ satisfaction in Area One Shopping Center, Garki, Abuja. The research was driven by the growing concern over inadequate infrastructure and inconsistent service quality in Nigerian commercial complexes, which often affects the overall shopping experience and business performance. Primary data were collected from users of the shopping center through structured questionnaires designed to assess the availability, quality, and satisfaction levels associated with various facilities such as network services, access roads, sanitary facilities, electricity, water supply, parking, and fire protection systems. Descriptive statistics and regression analysis were used to analyze the data. The findings revealed that facilities such as network services, access roads, sanitary facilities, security, and drainage systems were rated highly in both availability and quality, contributing positively to users’ satisfaction. Conversely, essential infrastructures like water supply, elevator, and fire protection services were found to be grossly inadequate, resulting in dissatisfaction among users. The regression analysis showed that both availability (β = 0.343, p = 0.042) and quality of facilities (β = 0.413, p < 0.001) significantly influenced user satisfaction, with quality exerting a stronger effect. These findings align with established service quality models emphasizing the role of physical infrastructure in shaping customer experiences. The study concludes that enhancing the quality and maintenance of facilities is critical for improving user satisfaction and sustaining the competitiveness of shopping complexes in Nigeria. The study recommends strategic investment in reliable utilities, safety infrastructure, and facility management systems to ensure consistent service delivery and improved user experience.