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What factors include service quality for customers in housing agencies? Does the quality of service provided match the service quality expected? The SERVQUAL survey was given to housing residents and resident counselors to measure service quality factors. In addition to the survey, resident counselors completed a Job Satisfaction Survey and a Mini-Marker Personality Questionnaire. Results confirmed the Researcher´s PSJS Model used in the study: from the perspectives of the customers, the service quality was perceived as less than satisfactory. 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. 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. According to this model, occupational stressors relating to emotions, resources, job duties or administration influence service quality both directly and indirectly.

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Dr. Robinson is the CEO of House of Divine Guidance, where she uses her doctorate in Training and Performance Improvement to motivate individuals to achieve their full potential. She achieves results by delivering quality service based on individualized customer needs. Dr. Robinson is an Adjunct Professor and Course Designer at Strayer University.

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