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.

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