Campus Utility Services and Consumer Satisfaction: A Study on Jahangirnagar University

Abstract

Utility services are essential for our modern life. This study has been focused on exploring the sector of the utility services at the study area. To know the performance and efficiency of the services, the study has been assessing level of consumer satisfaction at the area. Among the other theories, this study has chosen the SERVQUAL model to understand the service quality, the consumer satisfaction and the relationship among them. This theory emphasizes on the gap between service quality and consumer to evaluate the sector. According to the theory, five factors affect the performance of a service provider. They are tangibles, reliability, responsiveness, assurance and empathy. Experts have said that SERVQUAL model should have applied at different sector at a regular interval. This study used both the qualitative and quantitative data for analysis. The group of respondents includes the students, teachers and official staffs who are accommodated with the residence facility at the area. Most of the respondents are students. As being autonomous, the Jahangirnagar University has their own authority to plan and maintain the utility services. But as for the lack of resources, electricity is provided by Palli-biddut office and gas is provided by Titas gas. There is sufficient water supply and the water bodies at the area have been resourceful for the Drainage management. Though there are many facilities, the consumers still face various problems regarding the service sectors. For example, gas supply is not accessible for everyone. Load-shading is a common problem across the country, but at the study area there is no electric generator while water supply is completely dependent on the electricity. There is a lot space to improve the service sector at the study area.