Facilities Management and Service Delivery Quality in Nigerian Universities: A Study in Borno State

This research examines the relationship between facilities management practices and service delivery quality at the University of Maiduguri, Borno State, a major academic institution in Nigeria's North East geopolitical zone. Physical infrastructure quality directly shapes the learning environment, staff satisfaction, and institutional reputation of Nigerian universities. This study employs a survey research design with data collected from 120 academic staff, administrative officers, and facilities management professionals. Structured questionnaires served as the primary data collection instrument, and data were analysed using descriptive statistics and regression analysis. The study evaluates facilities management dimensions including maintenance scheduling adherence, infrastructure condition assessment quality, utilities management efficiency, space allocation management, and safety compliance monitoring. Findings indicate that maintenance scheduling adherence and utilities management efficiency are the strongest predictors of service delivery quality, measured through staff satisfaction with workspace quality, classroom functionality ratings, and administrative service efficiency. Safety compliance monitoring was found to be significantly underfunded, creating latent institutional risk. The study recommends that the University of Maiduguri develop a comprehensive facilities management strategy, strengthen the capacity of the physical planning department, and establish a facilities maintenance endowment fund. Keywords: facilities management, service delivery, university management, Borno State, infrastructure.