Nurul ‘uLyani Mohd Najib

There is large call in Malaysia to study on how tertiary students perceived the performance of service quality of student housing; and to understand on how they translated their perceptions into behavioural intentions and personal attainments. The rationale for this paper is to explain the elements which constitute behavioural intentions and personal attainments; which is based on conventional reviews of plentiful volume of published journals from 1985 until 2014 in the area of student housing research. The results of the review clarified that behavioural intentions consist of favourable and unfavourable intentions; while personal attainments comprise of intellectual and self-development gains. Keywords: Service quality performance; student housing; behavioural intentions; personal attainments. eISSN 2514-7528 © 2018. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. DOI:https://doi.org/10.21834/jabs.v3i10.316

Currently, debates on the performance of maintenance services in multi-storey public housing have been matters of great concern. Previous studies have proven that a close relationship between the residents and the management team is vital to enhance the performance of maintenance services, but limited studies have been geared towards the influence of communication on the performance of maintenance services. This study aims to examine the influence of communication between the residents and the management team on the performance of the maintenance services. A survey was conducted with the residents of multi-storey public housing in Penang, Malaysia, who were selected using stratified random sampling. A descriptive analysis, Pearson product-moment correlation, and multiple regression analysis were used to analyse the data. The results show that there is a significant and positive relationship between effective communication and the residents’ perceived performance of maintenance services. Two communication attributes, “satisfaction with the feedback” and “accuracy of information”, are the determinants for the performance of maintenance services.

Purpose – The paper aims to investigate the level of student satisfaction with campus student housing facilities (SHF) at Malaysian research universities (RUs) and the relationship between satisfaction and loyalty behaviour. Design/methodology/approach – The student residential satisfaction (SRS) framework has been proposed to investigate residential satisfaction from the students' viewpoint. Questionnaires were distributed to respondents in three RUs. The data were analysed using descriptive statistics. Findings – In general, students are satisfied with the provided SHF with the SRS index of 2.96 or 74 per cent satisfaction level and there is a significant relationship between overall satisfaction and loyalty behaviour. The results also confirmed that the proposed model is an adequate instrument to measure SRS. Practical implications – The existence of quality SHF is likely to act as an effective medium to attract local and international students to enrol in Malaysian universities. Further actions should be geared towards achieving a higher score of SRS index. Originality/value – This paper introduces a practical model of SRS to be applied to universities in other countries with similar climate and culture.