Abstract: Facility management services play a pivotal role in upholding and enhancing the operational efficiency, safety, and comfort of the organizational environments. These service lines have grown out of the traditional physical maintenance of facilities to services and other offerings that have direct effects on customer satisfaction and retention. This study seeks to establish the association between facility management services and consumer retention, focusing on the intervening role of consumer satisfaction. It aims at understanding high quality FM services as a retention factor through customer satisfaction, which would give important insights for businesses wishing to increase customer loyalty and long-term commitment. Retention of customers is one of the major interests for organizations because it costs less to retain than to add new customers. The current study not only benefits the practicing facility manager and business but also adds to the pool of academic literature by furthering the understanding of where facility management and customer relationship management intersect with its comprehensive frame of reference for analyzing service quality and customer loyalty in facility management scenarios. This study concludes how facility management services are essential to improving customer satisfaction, which, in turn, serves as a mediator for the influence on customer retention. The derived knowledge from this study will aid organizations in developing better strategies for retaining customers while optimizing their FM services to create long-term value for clients.

Keywords: Service Quality, Customer Retention, Customer Satisfaction, Customer Loyalty, Mediation Analysis, Customer Expectations.

| DOI: 10.17148/IARJSET.2025.12531