Abstract
Housing is one of the three basic needs of mankind. Its performance should meet technical expectations as well as the overall satisfaction of end users. The aim of this study was to assess the service quality performance of the Social Security and National Insurance Trust (SSNIT) housing based on the perspectives of the occupants. The study employed questionnaire survey involving 747 flats in six administrative regions in Ghana selected using the quota and systematic sampling methods. The levels of satisfaction of the residents with the facilities, management of the SSNIT housing, social amenities and neighbourhood issues were examined, and data was analysed using descriptive statistics and the Relative Satisfaction Index (RSI). The findings showed that the level of satisfaction of residents are mixed. Residents are generally satisfied with the building features, social amenities and the neighbourhood, but dissatisfied with the management of SSNIT housing, especially in the areas of maintenance and accessibility to management. The need for SSNIT housing management staff to respond promptly to residents’ request for routine maintenance, to adopt courteous behaviour and to understand the residents’ specific requirements are recommended. The findings provide useful information for SSNIT housing management in Ghana as well as other real estate developers in Africa.
Highlights
Housing is a basic need and a necessity for the existence of man, and considered as one of the most important basic infrastructure in the development of every society (Bank of Ghana Report, 2007)
The study sought the level of satisfaction of residents with Social Security and National Insurance Trust (SSNIT) housing in Ghana
The results have shown that majority of the residents are satisfied with the general performance of the SSNIT housing, especially with the building features such as orientation of block, availability of study space, ventilation of kitchen, adequacy of daylight distribution, fittings and fixtures in the kitchen, doors and window, floor to ceiling height and adequacy of artificial light distribution
Summary
Housing is a basic need and a necessity for the existence of man, and considered as one of the most important basic infrastructure in the development of every society (Bank of Ghana Report, 2007). Fatoye & Odusami (2009) stated that one of the basic needs of man is shelter and the right to adequate housing is a universal right, recognized at the international level and in more than one hundred national constitutions throughout the world. In spite of this right, the ‘homeless’, ‘the inadequately housed’, and ‘the evicted’ are numerous in the cities and the countryside across the globe. An individual’s life satisfaction can be gauged on the basis of his or her job, self-esteem, relationships, basic physical needs such as food, shelter, clothes and belongings and other factors (Lotfi & Solaimani, 2009; Maslow, 1987)
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