A investigação está fundamentada no estudo de satisfação dos usuários quanto ao serviço de saúde prestado pela equipe Saúde da Família (eSF) para analisar as diferenças existentes entre a expectativa e as percepções dos usuários através das cinco dimensões (elementos tangíveis, confiabilidade, empatia, responsividade e segurança) identificando assim, as dimensões com pontuação negativa que ocasiona a abertura do gap 5. O trabalho também requer a aplicação de questionários devidamente estruturado para identificar quais são os gaps (lacunas)1, 2, 3 e 4 existentes dentro da Unidade Saúde da Família (USF) avaliando os profissionais que compõem a eSF, para que seja possível diminuir o gap 5. O objetivo do estudo é propor uma sistematização para que seja utilizada por gestores para análise do serviço de saúde prestado pela equipe nas áreas de um município no interior do estado de São Paulo que estão parcialmente cobertas pelo PSF. Neste estudo foi utilizada pesquisa bibliográfica para elaboração da sistematização e uma possível aplicação dos questionários de gaps com os profissionais que compõe a eSF e da escala SERVQUAL com os usuários da USF, analisando as lacunas existentes nestes dois focos de estudo (profissionais responsáveis pela USF e usuários). Como resultado a sistematização é composta por uma seqüência de passos e etapas servirá como suporte para aqueles que tem o interesse em identificar lacunas, verificando quais gaps estão abertos e com isto, a partir dos questionários aplicados verificar o porquê isto ocorre e aplicar uma ação para diminuir estas lacunas identificadas.Para aplicar a escala SERVQUAL e identificação dos gaps foi necessário adequar algumas afirmações para condizer mais próximo da realidade das unidades que foram analisadas. A sistematização tem como intuito avaliar a qualidade da prestação dos serviços de atendimento dos profissionais envolvidos e também a diferença do que os usuários esperam e percebem com relação ao atendimento, buscando preencher o viés teórico e prático. / The research is based on the study of the users\' satisfaction with the health service provided by a Family Health Team (eSF) to analyze the differences between users\' expectations and perceptions through the five dimensions (the tangible aspects, reliability, empathy, responsiveness and safety) thus identifying the dimensions with negative score causing the gap 5. The project requests a survey properly structured to identify what are the gaps 1, 2, 3 e 4 existing within Family Health Unit (USF) evaluating the professionals who make up the eSF in order to be possible to decrease the gap 5. The study\'s objective is to create a sistematization to be used by managers to analise the health service provided by the team in the areas of a municipality in the countryside of the state of São Paulo that is partially covered by the PSF. On this study was used bibliografic research to the elaboration of systematization and a possible application of gaps surveys with professionals that make up the eSF and SERVQUAL scale with USF\'s users, analyzing the existing gaps in these two foci areas (professionals responsible for the USF and users). As a result the sistematization is compose of a sequence of steps that will serve like a support for those who have interest to identify gaps, checking what gaps are open and, from the surveys applied verify why these occur and apply an action to decrease these gaps. To apply the SERVQUAL scale and the identification of gaps was necessary to adapt some affirmations in order to better suit the reality of the units analyzed. The sistematization is intended to evaluate the quality of the service provided by the professionals involved and also the difference of what users expect and receive from their attendance, looking to fill the theoretical and practical bias.

Submitted by Vagner Rosalem (vagner@hotmail.com) on 2013-09-06T14:47:08Z No. of bitstreams: 1 99-VERSÃO FINAL DEPOSITADA.pdf: 4178939 bytes, checksum: 61e240a55f9bd157a846cf9d79fc8816 (MD5) / Approved for entry into archive by Suzinei Teles Garcia Garcia (suzinei.garcia@fgv.br) on 2013-09-06T14:50:09Z (GMT) No. of bitstreams: 1 99-VERSÃO FINAL DEPOSITADA.pdf: 4178939 bytes, checksum: 61e240a55f9bd157a846cf9d79fc8816 (MD5) / Made available in DSpace on 2013-09-06T15:03:22Z (GMT). No. of bitstreams: 1 99-VERSÃO FINAL DEPOSITADA.pdf: 4178939 bytes, checksum: 61e240a55f9bd157a846cf9d79fc8816 (MD5) Previous issue date: 2013-08-08 / The purpose of this work was to analyze the perceptions of key actors in the production chain of health on the quality of services provided by hospitals in the State of Goiás - BR. For this was used as the measuring instrument SERVQUAL scale, which is widely validated, and this study was appropriately adapted and tested its reliability for healthcare, by calculating the Alpha Cronbrach that more than 0,703 results found for dimensions relating to the quality expectations and 0,708 for the dimensions relating to the quality of the performance. The sample consisted of 347 individuals belonging to 03 groups end (downstream) of actors in this production chain. The first stakeholder group made up of managers was subdivided into 02 subgroups, 58 managers of public hospitals and 57 private hospitals managers, the second group of actors composed of health professionals was subdivided into 02 subgroups, 58 health professionals from hospitals 58 public and private hospitals, the third stakeholder group comprised patients / users of hospital services was subdivided into 02 subgroups, 58 patients / users of public hospitals and 58 private hospitals. We compared the five dimensions of quality proposals that scale between groups by ANOVA and by adopting a significance level of 0.05 for the analyzes. The results obtained indicate signicantes differences of perceptions of quality in groups of managers of public hospitals and managers of private hospitals, as well as significant differences in the groups of patients / users of public hospitals and private hospitals. In groups composed of managers, the dimensions that showed significant differences were tangibility, promptness and empathy. In groups composed of patients / users, differences in perception of quality proved to be significant in the dimensions of tangibility and promptness. Comparing the 06 (six) subgroups, we found that the groups of patients / users elected promptness as the main dimension of perceived quality. The groups consist of the managers gave more emphasis to the tangibility dimension as the main assignment in quality. In turn, the group composed of health professionals in public hospitals have the security dimension as the master and the group composed of health professionals from private hospitals, the dimension of tangibility as the main dimension to define quality. Thus, it is understood that the results can introduce important directions to managers regarding the channeling of resources and adoption of actions aimed at improving the quality of services provided to patients / users of the hospitals studied. / A proposta deste trabalho foi analisar comparativamente as percepções dos principais atores da cadeia produtiva da saúde sobre a qualidade dos serviços prestados por hospitais no Estado de Goiás - BR. Para tal utilizou-se como instrumento de medida a Escala SERVQUAL, que é amplamente validada, e neste estudo foi devidamente adaptada e com sua confiabilidade testada para a área da saúde, através do cálculo do Alpha de Cronbrach que apurou resultados superiores a 0,703 para as dimensões da qualidade referentes às expectativas e 0,708 para as dimensões da qualidade referentes ao desempenho. A amostra foi composta por 347 indivíduos pertencentes aos 03 grupos finais (à jusante) de atores desta cadeia produtiva. O primeiro grupo de atores composto pelos gestores foi subdividido em 02 subgrupos, sendo 58 gestores de hospitais públicos e 57 gestores de hospitais privados; o segundo grupo de atores composto por profissionais da saúde foi subdividido em 02 subgrupos, sendo 58 profissionais da saúde de hospitais públicos e 58 de hospitais privados; o terceiro grupo de atores composto pelos pacientes/usuários dos serviços hospitalares foi subdividido em 02 subgrupos, sendo 58 pacientes/usuários de hospitais públicos e 58 de hospitais privados. Foram comparadas as cinco dimensões da qualidade propostas pela referida escala entre os grupos por ANOVA e adotando-se uma significância de 0,05 para as análises. Os resultados apurados apontam diferenças signicantes de percepções da qualidade nos grupos dos gestores dos hospitais públicos e gestores dos hospitais privados, bem como diferenças significantes nos grupos dos pacientes/usuários dos hospitais públicos e dos hospitais privados. Nos grupos compostos pelos gestores, as dimensões que apresentaram diferenças significantes foram a tangibilidade, a presteza e a empatia. Nos grupos compostos pelos pacientes/usuários, as diferenças de percepção da qualidade mostraram-se significantes nas dimensões da tangibilidade e presteza. Na comparação entre os 06 (seis) subgrupos, observou-se que os grupos dos pacientes/usuários elegeram a presteza como sendo a principal dimensão da percepção da qualidade. Os grupos compostos pelos gestores valorizaram mais a dimensão da tangibilidade como sendo a principal na atribuição da qualidade. Por sua vez, o grupo composto por profissionais da saúde dos hospitais públicos tem a dimensão da segurança como sendo a principal e o grupo composto por profissionais da saúde dos hospitais privados, a dimensão da tangibilidade como sendo a principal dimensão para definir a qualidade. Dessa forma, entende-se que os resultados podem introduzir importantes direcionamentos aos gestores no que se refere à canalização de recursos bem como adoção de ações visando à melhoria da qualidade dos serviços prestados para os pacientes/usuários dos hospitais estudados.

I dagens samhälle är det allt viktigare för företag att behålla sina existerande kunder då konkurrensen blir allt hårdare. Detta medför att företag försöker vidta åtgärder för att vårda relationer med sina kunder. Detta problem är även högst relevant inom IT-branschen. Inom IT-branschen är det vanligt att arbeta agilt i IT-projekt. Vår samarbetspartner har sett ett ökat behov av att mäta servicekvalitet på ett återkommande sätt inom IT-projekt, detta för att mäta relevanta variabler som sträcker sig utanför kravspecifikationen. För att mäta framgång gällande detta arbetssätt vill man kunna mäta Nöjd Kund Index (NKI) för att kunna jämföra IT-projekt internt i företaget. Då tidigare forskning visat avsaknad av modeller innehållande både mätning av servicekvalitet samt NKI har lämplig litteratur studerats där det framkommit att modellen SERVQUAL är vedertagen för mätning av servicekvalitet och modellen American Customer Satisfaction Index (ACSI) är vedertagen för mätning av NKI. Detta har legat till grund för arbetets problemformulering och syfte. Syftet med arbetet är att skapa en vidareutvecklad modell för mätning av NKI för att jämföra IT-projekt internt samt återkommande mätning av servicekvalitet inom IT-projekt. Framtagande av denna modell har sedan skett genom forskningsstrategin Design and Creation. Intervjuer har genomförts för kravfångst till den vidareutvecklade modellen. Resultatet av denna forskningsstrategi blev sedan en vidareutvecklad modell baserad på ovan nämnda modeller med återkommande förhållningssätt för mätning av servicekvalitet inom IT-projekt och mätning av NKI för att jämföra IT-projekt internt i företaget. Den framtagna modellen har sedan verifierats genom ytterligare intervjuer med respondenter som innehar god erfarenhet från kundsidan av IT-projekt. Från dessa intervjuer kunde sedan slutsats dras att denna modell är att anse som applicerbar i empirin gällande IT-projekt. / In today's society, it is increasingly important for companies to retain their existing customers when competition becomes increasingly fierce. This means that companies are trying to take steps to nurture relationships with its customers. This problem is very relevant in the IT industry. In the IT industry, it is common to work agile in IT projects. Our partner has seen an increased need to measure service quality with a regular approach in IT projects, in order to measure the relevant variables that extend beyond the specifications. To measure success regarding this approach would be to measure Customer Satisfaction Index (CSI) of IT projects. As previous research demonstrated the absence of models containing both the measurement of service quality and CSI have literature studied where it emerged that the model SERVQUAL is established for the measurement of service quality and model the American Customer Satisfaction Index (ACSI) is established for the measurement of CSI. This has been the basis of work problem and purpose. The aim is to create an improved model for the measurement of CSI between IT projects and recurring measurement of service quality in IT projects. Creation of this model has been made through research strategy Design and Creation. Interviews have been conducted for requirements capture to the refined model. The result of this research strategy was then a further developed model based on the above models with recurring approach for the measurement of service quality in IT projects and measurement of CSI between IT projects. The resulting model is then verified through further interviews with respondents holding good experience from the customer side of IT projects. From these interviews conclusion could be drawn that this model is considered to be applicable in the empirical data regarding IT projects.

Service quality and customer satisfaction are becoming increasingly important in today‟s business environment which is characterised by fierce competition between the service providers. In this regard it is very imperative that companies assess themselves by measuring service quality. Consequently, areas of the service with low service quality would be identified and improved. Therefore, this thesis focuses on the effectiveness of SERVQUAL in measuring service quality and reveals the positive impact technology has on customer satisfaction in public transportation. To do this, we developed a questionnaire within the framework of the SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangible. With a scale of 1 to 7, respondents of our questionnaire who are users and customers of the public bus companies; Karlstad city bus which we labelled business level 1(B1) and intercity buses like Swebus and Värmland Trafik which we labelled business level 2 (B2) were able to evaluate the service quality of these companies by grading them. Based on the results of our research in which we asked respondents to mention some of the areas of the service process in which they had encountered unfavourable service experiences, we were able to determine the areas of the service process from which the customer complaints came from. We compared these results with the customer complaints received by the management of the public Bus Company and noticed that they were similar. Majority emerged from areas of the service process whereby the customer came in contact with the employees or the service failure could be directly associated with the employee. After comparing these complaints with the results of questions in our questionnaire developed within the framework of the SERVQUAL dimensions, we noticed that those questions with larger GAP 5 implying lower service quality were actually a reflection of the areas of the service process from which customer complaints came from. In this regard, we were able to conclude that SERVQUAL was effective in measuring the service quality in public transportation. In addition, we ranked the questions in the questionnaire and noticed that those areas of the service process whereby the employees and the customers interact (come in contact) or whose service failure can be directly associated with an employee had low grades and ranked below the mean and median of all the questions in the various dimensions, whereas those areas of the service process where technology is used or customers had the opportunity to make use of Self Service Technology ranked above the mean and median. This was a clear indication that technology is a service quality driver and positively impacted customer satisfaction in public transportation.

This study consisted of an examination of how service quality should be measured within libraries and how library service quality relates to library success. A modified version of the SERVQUAL instrument was evaluated to determine how effectively it measures library service quality. Instruments designed to measure information center success and information system success were evaluated to determine how effectively they measure library success and how they relate to SERVQUAL. A model of library success was developed to examine how library service quality relates to other variables associated with library success. Responses from 385 end users at two U.S. Army Corps of Engineers libraries were obtained through a mail survey. Results indicate that library service quality is best measured with a performance-based version of SERVQUAL, and that measuring importance may be as critical as measuring expectations for management purposes. Results also indicate that library service quality is an important factor in library success and that library success is best measured with a combination of SERVQUAL and library success instruments. The findings have implications for the development of new instruments to more effectively measure library service quality and library success as well as for the development of new models of library service quality and library success.

M. Tech. (Tourism and hospitality Management, Faculty of Human Sciences)|cVaal University of Technology / The growth of the tourism industry led to the development of various different types of tourism products. In order to remain competitive it is important that tourism products provide high-quality services for tourists. Tourists are, however, becoming more demanding due to higher education levels, more sophisticated tourists that travel more and are more exposed to various types of experiences. It is therefore important that tourism products satisfy the expectations of the guest to increase loyalty levels as well as return to the product. It is difficult today to exceed the expectations of the guest but high levels of service quality can make a difference in the customer experience and it is thus worthwhile to go the extra mile for guest. Although service quality has been measured in various research studies it has not been measured for the guesthouses in Kimberley and this information can be to the advantage of the tourism products as well as to that of Kimberley as a destination. The main aim of this study was to measure service quality levels of guesthouses in Kimberley based on the SERVQUAL instrument to gain a competitive advantage over similar tourism products and to assist these products in meeting and exceeding guest’s expectations. Questionnaires were distributed at participating guesthouses in Kimberley. A total of 500 questionnaires were distributed among guests guest of which 450 were used in the analyses. The questionnaire was divided into four sections, namely socio-demographic information, the expectations of guest, the perceptions of guest and the overall service quality of the guesthouse. The data resulting from the questionnaires was captured and analysed by means of descriptive and exploratory analyses in SPSS. A factor analysis was applied to the 29-attribute scale measuring service expectations and perceptions. The paired-samples t-tests were used to determine the differences in the expectations and the perceptions. The multiple regression analysis was done to determine the aspects best predicting the overall service quality levels in the guesthouses. From the descriptive analyses it was clear that the two main expectations from guests include the following: employees will be willing to serve and that employees will always be available when needed. The highest mean value was obtained for the first aspect mentioned. In terms of the perceptions, the main perceptions of the guest included: employees gave individualised attention, the operating hours of the guesthouse are convenient and the guesthouse provides a safe and secure environment. In the case of perceptions, the aspect that yielded the highest mean was: employees are always available when needed. The paired t-test revealed very few differences in expectations versus perceptions and this indicated that respondents are satisfied with the service levels and that the guesthouses did better than expected. The factor analyses revealed the following five factors: Tangibles, Adequacy, Understanding, Assurance and Convenience. Before visiting the guesthouse it was clear that Assurance made the strongest contribution to overall service quality but after visiting the guesthouse Understanding and Convenience made the strongest contribution to overall service quality; thus indicating what is important to the guests. This study contributes to the existing body of knowledge in guesthouse management but also to service quality in accommodation establishments such as guesthouses. Knowing that service levels in the participating guesthouses adhered to the needs of the current guests guest is encouraging, but these establishments need to plan strategically for when these guests guest overnight again and might expect something additional, extra or even different. / National Research Foundation

Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. Indeed the theoretical perspective is that competitive pricing as well as company image and reputation contribute to customer satisfaction and that service quality along a number of pathways drives customer loyalty and profitability thus: service quality--> customer satisfaction--> customer loyalty --> market share --> profitability. A few empirical studies have found these linkages to be true. However these factors differ in importance based on the cultural setting. We investigate (1) whether these relationships exist and (2) which of these factor(s) is/are important in motivating consumer loyalty from the perspectives of retail banking customers in Ghana. The study draws on customer behaviour and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al., (1988), Cronin and Taylor (1992), and Brady and Cronin (2001) respectively as well as other researches based on the literature on customer satisfaction and loyalty. We used both quantitative and qualitative research approaches in our study and have drawn from both primary and secondary sources of data. We made use of a 7 point likert scale to develop indexes for the main constructs measured in this study and applied correlation, chi square (χ2) and regression analyses to evaluate the hypothesised relationships. Further we qualitatively analysed aspects of the data hinging on explanatory aspects of our research. The results among other things reveal that whilst service quality (especially empathy and reliability) and bank image and reputation are important instigators of customer satisfaction and loyalty, competitive pricing showed a weak linear relationship with customer satisfaction and loyalty (r < 0.5). On the other hand, increased market share was found to influence banks’ profitability. Finally we discuss the management implications of the study in terms of customer retention and profitability strategies for the banks in Ghana. We emphasise that management strategies that are service quality conscious, use person-organisation fit approaches to recruitment and effectively communicate strategies could help institutionalise a culture that is customer relation centred, help banks survive the competition, retain their customers and in the long run increase their profitability.

Submitted by Rita Bastos (ardsbastos@gmail.com) on 2016-03-08T18:56:27Z No. of bitstreams: 1 Rita_thesis_FINAL_submission.pdf: 2807614 bytes, checksum: ae0bd30f852876dd25aa176c9c231d9f (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2016-03-16T12:39:40Z (GMT) No. of bitstreams: 1 Rita_thesis_FINAL_submission.pdf: 2807614 bytes, checksum: ae0bd30f852876dd25aa176c9c231d9f (MD5) / Approved for entry into archive by Maria Almeida (maria.socorro@fgv.br) on 2016-03-28T12:53:53Z (GMT) No. of bitstreams: 1 Rita_thesis_FINAL_submission.pdf: 2807614 bytes, checksum: ae0bd30f852876dd25aa176c9c231d9f (MD5) / Made available in DSpace on 2016-03-28T12:54:10Z (GMT). No. of bitstreams: 1 Rita_thesis_FINAL_submission.pdf: 2807614 bytes, checksum: ae0bd30f852876dd25aa176c9c231d9f (MD5) Previous issue date: 2016-01-28 / Brazil is under political and financial crises where the end seems far away. Because of that, researchers argue that the hotel rooms offered by Rio de Janeiro, built to host the Olympic Games 2016, will be difficult to occupy after the event. It is then necessary for the hotels to understand how guests perceive the service quality in order to adapt to this new era. If guests’ perceptions meet or exceed their expectations, they will be satisfied and will probably return. Thus based on the SERVQUAL approach, this paper aims to study the impact of the service dimensions on the guests’ overall satisfaction at hotels of Rio de Janeiro. Two hotels were considered representative of the city in terms of service quality and customers’ profile. Interviews to the hotel managers were performed, and questionnaires to the guests were administered. Among the five SERVQUAL dimensions – Reliability, Tangibles, Responsiveness, Assurance, and Empathy – the Empathy dimension appears to be the only one that affects the guests’ overall satisfaction. The study could also identify that gender, country of residence, home country and family income have an impact on guests’ satisfaction. This study has no intention of generalization, but rather of refining the theory about services and the SERVQUAL model. / O Brasil encontra-se numa crise política e financeira que parece estar longe do fim. Consequentemente, académicos defendem que os quartos de hotel oferecidos pelo Rio de Janeiro, construídos para receber os Jogos Olímpicos 2016, serão difíceis de ocupar depois do evento. É então necessário para os hotéis entender como os hóspedes avaliam a qualidade do serviço, de forma a se adaptarem a esta nova era. Se as suas percepções condizerem com as suas expectativas, os hóspedes ficarão satisfeitos e provavelmente retornarão. Assim, com base no SERVQUAL, este trabalho pretende estudar o impacto das dimensões de serviço na satisfação global dos hóspedes dos hotéis do Rio de Janeiro. Dois hotéis representativos da cidade em termos de qualidade de serviço oferecida e perfil dos consumidores foram considerados. Os gerentes dos hotéis foram entrevistados e questionários aos seus hóspedes foram administrados. Entre todas as dimensões do SERVQUAL – Confiabilidade, Capacidade de Resposta, Tangíveis, Segurança e Empatia, a dimensão Empatia é a única que afecta a satisfação global dos hóspedes. O estudo identificou que sexo, país de residência, país de origem, e rendimento familiar dos hóspedes têm impacto na satisfação dos hóspedes. Este estudo não tem intenções de generalizar os resultados, mas aprofundar a teoria acerca de serviços e do modelo SERVQUAL.

This thesis aims at investigating the level of service at departure area of KKIA. The study further measures the perceived quality of service and passenger satisfaction in term of tangibles, reliability, responsiveness, assurance and empathy by using five steps of lean six sigma (Define, Measure, Analyse, Improve and Control). The study aims to implement and evaluate the effectiveness of using a lean six-sigma managerial approach to the departure area of KKIA to enhance the level of service (LOS) and customer satisfaction. The passenger flow through the airport is used to measure the quality of services. Existing studies that discuss lean six-sigma implementation in airports were evaluated. Data was collected about KKIA departure area and its LOS both before and after the lean six-sigma implementation. Additionally, a SERVQUAL questionnaire was used to evaluate pre- and post-implementation review. The questionnaire features easy-to-collect data to measuring the perceived quality of service and evaluate passenger satisfaction with the LOS in KKIA. Before the study concepts of LOS and Lean was unheard within the airport community. Initial evaluation show poor customer service and many delays (waste) within the departure are at KKIA. During the study a growing awareness of Lean and LOS showed improvements in the customers’ experience, e.g, removing the shop at the entrance, improving flow thought the airport. Concluding the study, there was a total reduction in waiting from 54.74 minutes to 34.87 minutes (35.7% reduction). Also the LOS on the IATA Performance Standard went from E (Inadequate) to C (Good). This is improvement, excellent but without continuous improvements the Airport’s LOS will reduce back as passenger numbers grow from 16 million passengers per year (up from 9.8 million in 2004), to an expected 25 million by 2025. Interesting different cultural approaches to lean management became evident during the study when compared to other implementations in Europe to the Middle East. Cultural difference will always affected the reliability of the results. However, by considering these cultural effects in answering questions and interviews, the lean implementation was still successful. As culture changes are ongoing, evaluation of the situation at KKIA is required for ongoing improvements. Best-practice for the continued improvement of ongoing lean management is suggested for the departure area at KKIA. These key strategies and best-practice approaches are useful to future implementations at other airports.

The increasing attention to the provision of accessible, decent, safe and academically appropriate student housing in South Africa has led to a closer investigation of the nature and levels of quality in both on-campus and off-campus student accommodation. Nationwide, student housing management recognises that quality student housing is of great importance to both the quality of the higher education system and the success of students. In recent years, many studies in the field of service quality have been conducted within higher education. However, fewer studies have focused specifically on service quality in student housing. The purpose of this study was to evaluate the perceptions of students with regard to service quality levels in on-campus and off-campus student housing at NMMU, and to identify those service quality dimensions that need attention. A literature review was conducted to explore the meaning and nature of service and quality in student housing. It was concluded that from the different facets of service that quality, customer expectations, customer perception and customer satisfaction are important constructs in evaluating fully the levels of service quality. An amended SERVQUAL instrument comprising 41 items was used for students, in order to evaluate the service quality at on-campus and accredited off-campus student housing at NMMU. The results showed that there are significant differences in the service quality dimensions of on-campus student housing and off-campus student housing. Oncampus student housing gleaned a positive assessment for the dimensions of reliability, responsiveness, empathy and assurance. However, negative perceptions prevail with regard to on-campus infrastructural/tangible issues. The off-campus student housing fell short in a number of service-quality dimensions, including reliability, empathy, responsiveness and infrastructural/tangible issues. The assurance dimension received positive assessments for both on-campus and off-campus student housing. The study proposes that the NMMU student housing management pay attention to the shortcomings and make the desired improvements. The findings of this treatise have practical implications for student-housing managers, as they could direct their resources to improving poor service dimensions, and similarly refine marketing strategies, so that students’ needs are met in an exceptional and satisfactory manner.