Hostel service quality assessment among technical students

Abstract

This paper analyzes the perception of the quality of services provided to the hostel residents of an institute in New Delhi, India with respect to their expectations, by comparing them quantitatively. The items followed are broadly an adoption from existing literature. A Post Occupancy Evaluation is done to quantitatively analyze the service quality. Initially, a questionnaire was prepared over which responses were recorded from the residents of the hostel. The residents were asked to give their perception and expectation on all the listed aspects of the hostel. After getting the responses against all the questions, a gap score was calculated for each dimension, showing the difference between the expectation and the perception. A t-test was used for the research that shows standard deviation and standard mean error, and p-value. Most aspects of the hostel were found to have an expectation greater than their perception as recorded in the responses filled up by the residents. This paper will not only benefit the senior management in identifying the lacking factors of our hostels and improving the quality of living, food, and vanity of the hostel, but it will also provide better living conditions for the residents which will boost their working morale and would also implant a seed of healthy competition. The questionnaire was prepared by two methods: one was a literature review.