ASSESSMENT OF LEVEL OF STUDENTS' SATISFACTION WITH QUALITY OF MANAGEMENT SERVICES IN PRIVATE STUDENT ACCOMMODATION

This paper presents findings on students' satisfaction with one of the biggest private student accommodation in Johannesburg, South Africa. Management services play an important role in the level of student satisfaction. Without good management services and a poor interaction between student and management, the quality of services provided will have an adverse effect on the level of student satisfaction. In assessing overall student satisfaction, the quality of services offered to students is the significant element to be considered. Hence the purpose of this study was to determine the level of student satisfaction with the quality of management services provided to them in private student accommodations. Data that was received was analyzed by means of frequencies and tables, which employed the use of descriptive statistical procedures and Mean Item score. Analysis was based on the 58 useable questionnaires obtained from students out of 60 questionnaires issued. Findings from the study revealed that electricity supply, Wi-Fi connection, and general rules are among the most important aspect of student satisfaction/dissatisfaction with quality of management services. Thus, the study recommends that the management engages with students regarding their problems, and timely deal with arising complains. Furthermore, management should provide high quality Wi-Fi connection that will be suitable for all student accommodated, and also provide proper supply of electricity as well as increase the supply of hot water.

本论文针对南非约翰内斯堡规模最大的私立学生公寓之一的学生满意度展开研究并呈现相关发现。管理服务对学生满意度水平具有重要影响。若缺乏优质管理服务，且学生与管理方之间沟通不畅，则所提供服务的质量会对学生满意度水平产生负面影响。在评估整体学生满意度时，为学生提供的服务质量是需要重点考量的核心要素。因此，本研究旨在探究私立学生公寓中，学生对所获管理服务质量的满意度水平。本次研究采用频次分析与表格呈现的方式，结合描述性统计程序及项目平均分（Mean Item Score）对回收数据进行分析。本次分析共发放60份问卷，最终回收有效问卷58份。研究结果显示，电力供应、Wi-Fi连接及通用校规是影响学生对管理服务质量满意度/不满度的关键因素之一。据此，本研究建议管理方应与学生就其诉求展开沟通，并及时处理各类投诉。此外，管理方需为所有入住学生提供适配性更强的高质量Wi-Fi连接，保障稳定的电力供应，并提升热水供给量。