Drivers and consequences of residents' satisfaction with off-campus student housing in South-South, Nigeria

Abstract

The student housing system worldwide and South-South Nigeria in particular has witnessed an unprecedented transformation, such that private off-campus student housing facilities (SHFs) are now the primary source of accommodation for students in tertiary institutions. A considerable gap exists between the supply and demand for on-campus student housing and the quest to fill this gap has stimulated the creation of a significant student housing market in the areas where these tertiary institutions are located. The prospect for economic investments in the student housing sector is high and private investors are involved in the provision and management of offcampus student housing. The main consequence of this practice in South-South, Nigeria is the delivery of low-quality buildings that are not able to meet the needs and expectations of residents. SHFs that are constructed without due regard to residents needs are characterised by dissatisfaction with attributes of housing and low investment performance. The implication is that residence users are often not satisfied with the attributes of the residential environment that are provided; thus their behaviours often impose some consequences on investors gains and objectives.Therefore, understanding the dynamics among attributes that are important to students, that give the required satisfaction, and the impact of the availability or lack-of on behaviour such as loyalty, willingness to pay for attributes and word of mouth behaviour are critical to profitability. Most often, the relationship among these attributes are treated as linear and symmetrical with the assumed implication that better attributes produce improved behaviours. However, this may not always be the case. This approach is rarely addressed and is little understood in student housing studies. Therefore, the aim of this study was to identify student housing attributes that act as drivers of resident atisfaction and the consequences/effects of these drivers on student behaviour in order to determine appropriate measures that could be used to develop, maintain and upgrade student accommodation. The methodology of the study included an extensive literature review and a field study conducted to obtain the perceptions of students in seven tertiary institutions located in South-South, Nigeria. The main task was to define attributes of student housing facilities based on the symmetric and asymmetric impact of the performance of attributes on satisfaction with residence. The Kano model and importance-performance analysis (IPA) were used to establish sets of criteria that could be used to prioritise attributes that are required in student housing for optimal investor gains. Analysis of the findings lead to the conclusions that different degrees of behaviour were associated to the perception of importance that is attached to attributes by residents and the satisfaction that is derived from the use of such attributes. The implication of the conclusions is that to meet users satisfaction needs, varied improvement strategies are required for different attributes in order to maximise the use of resources for maximum gains. The recommendations for investors in SHFs include among others to segment the SHFs market based on demographic characteristics, prioritise and provide only attributes that add-value to identified groups. Emphasis should also be placed on providing attributes that are not only satisfactory, but with capacity to improve loyalty/retention, willingness to pay and positive word of mouth behaviour. It is also recommended that the local authority should improve critical attributes that are deemed to be outside the scope of the investors