Privately Provided Accommodation Service Quality and Customer Satisfaction

Abstract

Privately provided accommodation is a growing service in Uganda's higher education sector due to education liberalization and demand for education. This research took a case study of Nsamizi Training Institute of Social Development (NTISD) to determine the relationship between privately provided accommodation service quality and customer satisfaction. Specifically, the objectives of the study were (a) to find out the relationship between security and NTISD students' satisfaction with privately provided accommodation, and (b) to find out the hierarchical level of importance of NTISD student satisfaction of the three service quality dimensions (reliability, security, and tangibles) with privately provided accommodation. Using quantitative and qualitative modes of data analysis and a sample of 300 students from 20 private hostels, this study established a strong positive significant relationship between security and satisfaction regarding privately provided accommodation. This implies that accommodation service providers should increase the quality of security so as to increase the satisfaction of students regarding privately provided accommodation. The study established the hierarchical order of importance from the most important service quality dimension, respectively, as follows: reliability, security, and tangibles. Therefore, private accommodation service managers should pay extra attention to the dimensions in the same order.

Stimulating Customer Citizenship Behavior With Service Climate: The Mediating Role of Customer Psychological Empowerment

“…In addition, CCBs will be enhanced when there is a match between customer identity and organizational identity, or when the interdependent relationships exist between service organization and customers (Ahearne et al, 2005). If the customers receive more attention and responses from service firms, such as responding to customers' kind advice with timely measures, customers will be more active in services and voluntarily provide the enterprise with rationalization proposal (Mugambwa et al, 2016). In this way, the customer-enterprise relationship turns into a virtuous circle and service firms will finally benefit from their effort in service climate (Schneider et al, 2005).…”

Determinants of Residents Satisfaction from Hostel Facilities

“…[4] concluded that staff was the most important dimension in explaining the willingness to recommend hostels. In the past decades, numerous studies have focused on issues relating to residents' satisfaction; however, there are still gaps in the literature since the field of campus safety still growing in countries [11]. The present study fills the gap in the literature by addressing the determinants of residents' satisfaction in the metropolitan city of a developing country i.e., Pakistan.…”

Link Virtual Community Interaction and Citizenship Behavior of Fitness Club Customers: The Role of Psychological Empowerment and Sense of Community

“…When discussing a product or service, being affirmed by others will enhance the user's feeling of being "empowered" and encourage the user to recommend the product or service to other users inside and outside the community. At the same time, if users receive more attention and a positive response, they will more actively participate in the interaction and voluntarily provide help and rationalization suggestions [34]. In this way, a virtuous circle is formed, enabling the virtual community to benefit from this environment.…”