The Effects of the Reliability of Amenities on Student Satisfaction in Privately Owned University Hostels Within Langata Sub-County, Nairobi

This study examined the effects of amenity reliability on student satisfaction in privately owned university hostels within Langata Sub-County, Nairobi, Kenya. Grounded in Discomfort Theory, Herzberg's Two-Factor Theory, and the SERVQUAL Model, the research addressed service quality gaps affecting student residential experiences. A quantitative cross-sectional survey design was employed, targeting 2,399 students across 22 hostels. Using Yamane's formula, 216 students were sampled through proportional stratified random sampling, yielding 205 questionnaires (95% response rate). Data collected via structured questionnaires measured amenity reliability (water, electricity, internet, maintenance) and student satisfaction using 5-point Likert scales. Descriptive statistics, Pearson correlation, and multiple linear regression analyses were conducted using STATA. Results revealed moderate amenity reliability (M = 3.30, SD = 1.00), with electricity being most problematic (M = 3.20). Student satisfaction was moderately high (M = 3.75, SD = 0.80), indicating compensatory mechanisms beyond infrastructure quality. A strong positive correlation emerged between amenity reliability and satisfaction (r = .650, p < .01), with amenity reliability explaining 42.3% of satisfaction variance (R² = .423). The regression coefficient (B = .650, p < .001) demonstrated that each unit increase in amenity reliability yielded proportional satisfaction gains. Findings indicate that while reliable amenities function as hygiene factors preventing dissatisfaction, social relationships and autonomy serve as independent satisfaction motivators. The study recommends prioritizing electricity infrastructure improvements, implementing community-building initiatives, and adopting transparent communication strategies to manage student expectations and enhance residential experiences in urban university settings. Keywords: Amenity Reliability, Customer Satisfaction, Hostels, Service Quality, SERVQUAL