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Assessment of User Satisfaction in Government Office Buildings

Abstract

Government office buildings provide essential spaces for public administration, service delivery, and interaction between government personnel and citizens. The quality of these environments can influence the comfort, productivity, accessibility, and overall experience of employees and visitors. User satisfaction is therefore an important indicator of building performance because it reflects how effectively the physical environment responds to the functional, environmental, and social needs of its occupants. This study assesses user satisfaction in government office buildings, focusing on the relationship between building characteristics and users' perceptions of their working and visiting environments. The assessment considers factors such as spatial adequacy, office layout, accessibility, circulation, lighting, ventilation, thermal comfort, acoustics, privacy, cleanliness, and availability of supporting facilities. The perceptions of both employees and visitors are considered to provide a broader understanding of building performance. The study examines how spatial organization influences user satisfaction within government offices. The arrangement of workstations, meeting rooms, reception areas, waiting spaces, circulation routes, service counters, and administrative offices can affect efficiency, privacy, communication, and ease of movement. Appropriate spatial relationships can support effective work processes, while overcrowding, poorly organized circulation, insufficient waiting areas, or inadequate privacy may contribute to dissatisfaction. Indoor environmental conditions are also important components of user experience. Natural and artificial lighting, indoor temperature, ventilation, air quality, noise levels, and access to views can influence users' comfort and perceptions of the building. In addition, factors such as furniture quality, maintenance, cleanliness, security, signage, accessibility, and the condition of building services can affect satisfaction and the perceived quality of government facilities. Several challenges may influence user satisfaction in government office buildings, including ageing infrastructure, inadequate maintenance, limited space, overcrowding, inefficient building services, poor accessibility, and insufficient adaptation to changing administrative requirements. Differences in user expectations may also result in varying perceptions of the same physical environment. Regular assessment of user satisfaction can therefore provide valuable information for identifying building deficiencies and prioritizing improvement measures. The study aims to assess the level and determinants of user satisfaction in government office buildings and identify architectural and environmental factors that influence users' experiences. The findings are expected to provide useful guidance for architects, facility managers, government administrators, and policymakers in planning, upgrading, and managing government office environments. The study can contribute to more comfortable, functional, accessible, efficient, and user-centred public workplaces that better support administrative activities and service delivery.

Keywords: User satisfaction, Government office buildings, Workplace environment, Building performance, Office design, Employee experience, Visitor experience, Indoor environmental quality, Spatial organization, Thermal comfort, Accessibility, Facility management, Public buildings, Workplace design.