Evaluation of Application of Facilities Management Technology in Selected Malls in Ibeju Lekki

ABSTRACT
This study evaluates the application of technology in facilities management and its impact on user experience in two major commercial malls in Ibeju-Lekki; Sky Mall and Novare Lekki Mall. Using a structured questionnaire, 384 surveys were distributed, with 380 valid responses collected yielding a 99% response rate. Respondents included facility managers, tenants/shop owners, and mall patrons. Descriptive statistics, weighted mean, correlation matrices, factor analysis, and regression models were used to analyze the data. The study identified visitor experience (Sky = 4.53; Novare = 4.22) and space utilization (Sky = 4.52; Novare = 4.39) as key areas for technological improvements in both malls. Key barriers to technology adoption were identified, including high implementation costs, technical complexity, management attitudes, and lack of expertise. For Sky Mall, the final regression model accounted for 67.2% of the variance in users’ experience, indicating a strong explanatory power. While the final model for Novare Lekki Mall explained 66.0% of the variance in users’ experience. The regression analysis revealed that ease of navigation, service response time, and convenience of services are strong predictors of users’ experience with response time emerging as the strongest predictor. The study concludes that there are areas particularly communication workflows where technological improvements can further enhance operational efficiency and user experience. The study is limited by its geographical scope and reliance on self-reported data. Future research should consider studies across diverse Nigerian cities and integrate qualitative methods. Recommendations include targeted training, adaptive tech systems, and government incentives to support innovation in commercial real estate management.