SERVICE QUALITY AND STUDENTS’ SATISFACTION: THE CASE OF PRIVATELY OWNED UNIVERSITY HOSTELS IN LANGATA SUB-COUNTY, NAIROBI, KENYA.

Abstract

Student satisfaction in university hostels is increasingly recognised as vital in higher education, particularly given the rising demand for privately owned accommodations in urban academic centres such as Langata Sub-County, Nairobi. This study investigated the effect of service quality on student satisfaction in privately owned university hostels within the sub-county. Specifically, it examined the influence of reliable amenities, staff service assurance, hostel physical facilities, and staff empathy on student satisfaction, while also testing the mediating role of perceived value. Guided by the SERVQUAL Model, Disconfirmation Theory, and Herzberg’s Two-Factor Theory, the study adopted a quantitative cross-sectional survey design. Data were collected from 205 students drawn proportionately from 22 privately owned hostels through structured Likert-scale questionnaires. Descriptive statistics, correlation analysis, multiple regressions, and mediation analysis were applied, supported by diagnostic tests to validate assumptions. The results revealed that reliable amenities, staff service assurance, physical facilities, and staff empathy significantly influenced student satisfaction. Moreover, perceived value partially mediated the relationship between service quality dimensions and satisfaction, confirming the applicability of the chosen theoretical frameworks in this context. These findings emphasised that enhancing service quality in privately owned hostels improves students’ well-being and supports academic outcomes, contributing to Sustainable Development Goal 4 on inclusive and equitable quality education. Based on these findings, the study recommended that hostel managers adopt a holistic service quality framework by investing in reliable amenities, professional and empathetic staff, and modern facilities, supported by continuous improvement practices. The study also recommended that Universities collaborate with privately owned hostel operators to set benchmarks, conduct regular audits, and integrate feedback systems. Moreover, the study also recommended that the Ministry of Education should develop national guidelines and provide incentives for sustainable utilities and facility improvements. Also, students and parents to actively engage in feedback mechanisms and advocacy to strengthen accountability and ensure that hostels continuously align services with learners’ needs.