SERVQUAL DIMENSION ANALYSIS AT HBKU STUDENTS HOUSING FACILITIES

Abstract

In this competitive era, the improvement of any organization robustly relies on increasing their customer satisfaction about the provided services. It is more important to provide the customers with what they want especially in a case of students housing facilities at universities. For that, organizations need to start paying close attention to their customer voice and constantly work to meet their needs. The aim of this project is to assess the current level of the actual services delivered by HBKU students housing facilities against the level of importance of these services to the students. It also presents a review of current literature on SERVQUAL and how it is applicable to measure quality in the provision of services quality on housing and residential services. The purpose of this project is to determine the gap between the expectation and perception of student housing services provided by HBKU. It utilizes an instrument based on the SERVQUAL model. SERVQUAL is based on the premise that service quality can be measured between the gap that exists between what the customer expects and what they have perceived they have received. To collect primary research data, the questionnaire has been prepared based on the original SERVQUAL framework of 22 questions adapted with minor modifications to be more applicable to HBKU’s students housing facilities case. The survey has been completed by approximately 194 out of 622 iv the total number of students currently utilizing the student housing facility at HBKU. It is important for educational institutions to have deep insight into their students’ experiences. In addition, of contributing to current literature on the topic, the outcome of the project provides information and suggestions to HBKU HRL team so that it can improve its future services offering to students to enable it to bridge the gap between its students’ expectations and perceptions.