Dissertation/Thesis Abstract

How personality traits and job satisfaction influence service quality in housing agencies
by Robinson, Donna E., Ph.D., Capella University, 2010, 226; 3433720
Abstract (Summary)

Human service organizations are intended to stabilize low-income families and promote self-sufficiency by providing much needed services and benefits. Recipients, however, often do not get everything they need in terms of either benefits or service quality. Understandably, clients want the help they are entitled to and promised from providers who are reliable, responsive and understanding. The quantitative surveys done in this research study were administered at a local housing agency in Washington DC to help identify factors impacting the overall quality of service provided by human service organizations. Participants responding to the surveys included 18 resident counselors and 51 housing residents. Resident counselors completed an Occupational Stressors Questionnaire which identified 16 stressors that negatively impacted job performance. Resident counselors also completed a Job Satisfaction Survey and a Mini-Marker Personality Questionnaire. Housing residents completed the SERVQUAL Questionnaire.

Analysis of data collected showed correlations between the Job Satisfaction Survey, the Mini-Marker Personality Questionnaire and the SERVQUAL Questionnaire completed by residents. SERVQUAL results showed service quality was slightly less than residents expected. These scores were correlated to providers' personality traits and levels of job satisfaction. Fifty-six percent of providers scored negatively for emotional and resource stressors. These negative occupational stressors were correlated to neurotic personality types and decreased job satisfaction relative to pay, promotion and communication. Conversely, service quality was positively correlated to providers with extraverted personalities and to providers with high job satisfaction in terms of the nature of work and quality of supervisory relations. These findings were consistent with prior and current research in the field.

The results confirmed the researcher's PSJS Model used in this study. According to this model, occupational stressors influence service quality both directly and indirectly. Stressors relating to emotions, resources, job duties or administration pose challenges to providers trying to deliver services to clients. Their behavioral response to these stressors, based on certain personality traits and level of job satisfaction, influences the service encounter. This ultimately impacts the quality of the service experience and how clients perceive service quality. This research confirms the need to understand the underlying causes of poor service, before determining performance interventions.

Indexing (document details)
Advisor: Freer, Kevin
Commitee: Johansen, Keith, Joseph, Lawrence
School: Capella University
Department: School of Education
School Location: United States -- Minnesota
Source: DAI-A 72/02, Dissertation Abstracts International
Subjects: School administration, Social studies education, Organizational behavior
Keywords: Housing, Human services, Job satisfaction survey, Mini-marker personality, SERVQUAL, Service quality
Publication Number: 3433720
ISBN: 978-1-124-39725-2
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