Effectiveness of facilities management performance during occupancy phase of condominium buildings in Sri Lanka

Abstract

When a condominium is built and transferred the ownership, there is usually a performance gap between actual and expected performance. User satisfaction with facilities and well-maintained services is a key indicator of performance in condominium buildings in the occupancy phase. However, assessing the effectiveness of facilities management performance during this phase of condominiums remains questionable, due to unclear frameworks for stakeholder involvement, lack of effective participation, and challenges in data management. Also, organizational effectiveness has challenges due to FM outsourcing practices in Sri Lanka. Therefore, recent studies highlighted the requirement of assessing the FM performance across different timelines to identify inefficiencies and opportunities for improvement. Thus, this study aims to determine the effectiveness of facilities management performance during the occupancy phase of condominium buildings in Sri Lanka. Under a quantitative research approach, study was utilized an online questionnaire survey for primary data collection. To evaluate FM service delivery, three aspects of effectiveness were considered, namely schedule compliance, availability, and quality and expectation. The findings reveal strong adherence to schedule compliance, with preventive maintenance, cleanliness, security, energy management, and sustainability receiving high ratings. However, service availability issues were noted in several areas. Polarised views on access control, sustainability, and cleanliness highlight varying resident experiences, emphasising the need for targeted improvements.