How Personality Traits And Job Satisfaction Influence Service Quality

More about the book

The study investigates service quality in housing agencies through the SERVQUAL survey, assessing both residents and counselors. Findings reveal a gap between expected and actual service quality, indicating dissatisfaction among customers. The research supports the PSJS Model, highlighting that human service organizations struggle to meet the needs of low-income families. Additionally, factors such as occupational stressors related to emotions and job duties significantly impact service quality. The quantitative analysis was conducted at a Washington DC housing agency to pinpoint these influencing factors.