Ian Maseko, Winnie Sereeco, Lebohang Masoabi

Abstract

Although universities are embarking on massive construction of new hostels to address the accommodation crisis, the extent to which students are satisfied with the services offered at on-campus accommodation remains blurred. The main purpose of this study was to examine the students’ perception of the service quality and satisfaction towards on-campus accommodation. This study was motivated by the growing number of students not residing in the university accommodation and the lack of empirical evidence in establishing student’s expectations of service quality and satisfaction at the University of Free State (UFS) hostels. This study used a descriptive cross-sectional research design. Using a non-probability convenience sampling technique, a sample of 284 on-campus students was selected and analysed using Pearson correlations, regressions, and t-tests. The results show that the student’s perception of service quality and satisfaction at UFS hostel is relatively good, and that gender influences such perception. Considering increased competition from local residential owners, UFS should maintain and continue improving service delivery at hostels to satisfy, attract and retain students. This study contributes to research by empirically confirming students’ satisfaction with service quality as defined by the SERVQUAL model.