Managing State-Owned University Student Dormitories in the Philippines: The Role of Service Quality

Authors

Marc Immanuel G. Isip, Department of Industrial Engineering, University of the Philippines Los Baños, Laguna, PhilippinesFollow

Abstract

State-subsidized student housing is generally left undeveloped, and only a few efforts focus on evaluating and improving service quality and living accommodation satisfaction in state-owned/managed dormitories in a sustainable, strategic manner. These student housing services are threatened by limited government funding and the challenges posed by the post-pandemic period. Inflation has prompted an increase in dormitory fees, but services remain generally affordable; however, higher fees have raised expectations for service quality. This paper aims to investigate the role of service quality in state-owned/managed university student housing services and explore how it influences residents’ satisfaction with living accommodations. Using Partial Least Squares-Structural Equation Modelling (PLS-SEM), with 516 on-campus state university dormer participants, results show that service quality mediates the influence of affordability and administrative efficiency on living accommodation satisfaction. An above-average satisfaction score was obtained and validated through a series of interviews, indicating that residents perceive an enabling living environment as enjoyable. These services remain affordable. Although positive reviews of the services were obtained, many areas for improvement remain. The on-campus utility system is unreliable, and dorm facilities/amenities need a significant upgrade. This paper also highlights the implications for increased investment in constructing new on-campus dormitory buildings to accommodate the growing student population. Moreover, internal/external quality-assuring and governing bodies should give greater weight to the assessment of the availability and delivery of non-academic but highly essential services, such as student housing.

Recommended Citation

Isip, Marc Immanuel G. (2026) "Managing State-Owned University Student Dormitories in the Philippines: The Role of Service Quality," Journal of Public Affairs and Development: Vol. 11: No. 1, Article 2.
Available at: https://www.ukdr.uplb.edu.ph/jpad/vol11/iss1/2