Understanding the idea (better house) in Mehr housing context with SERVQUAL model (perception - waiting) (Case study: Mehr housing in Bijar)

Introduction: Affordable and sustainable housing has long been a major concern for governments and policymakers worldwide. The growing demand for adequate shelter, coupled with rapid urbanization and rising living costs, has made the provision of suitable and affordable housing an essential policy objective. The importance of addressing housing needs and ensuring residential stability has prompted many governments to establish dedicated administrative and political bodies responsible for housing management, with special emphasis on social and low-income housing schemes. In this context, the Mehr Housing Project emerged as one of the largest and most ambitious national programs in Iran, designed to provide affordable housing for low- and middle-income groups nationwide. Despite the extensive efforts and large-scale investments made to support disadvantaged populations through the Mehr Housing Project, research on the degree of residents’ satisfaction and the extent to which these housing units meet their actual needs remains relatively limited. The gap between the intended objectives of the program and the lived experiences of its beneficiaries highlights the need for a more in-depth understanding of residents’ perceptions and expectations. Accordingly, this study aims to examine the satisfaction level of residents living in the Mehr Housing Project of Aftab Town, located in the city of Bijar, Kurdistan Province. The focus is placed on exploring both tangible and intangible dimensions of housing quality and residents’ perceived quality of life, thereby informing future housing policy development.
Materials and Methods: This research follows a mixed-method design with employing a descriptive–analytical approach and applied in nature. The study was conducted in September 2024 (Shahrivar 1403). Data were collected using both library and field methods, the latter through structured questionnaires distributed among residents. The field study specifically targeted heads of households residing in Phases 1 and 2 of the Mehr Housing Project in Aftab Town, Bijar, encompassing a total population of 2,300 households. The sample size was determined using Cochran’s formula, resulting in a final sample of 326 participants. The respondents were selected through a simple random sampling method based on a probabilistic sampling technique to ensure representativeness. The questionnaire was designed to measure various dimensions of housing satisfaction and residents’ perceptions of housing quality, including physical environment, accessibility, social interaction, management services, and responsiveness to residents’ needs. The collected data were analyzed using SPSS software, employing both descriptive and inferential statistical methods. Frequency distributions, mean scores, and correlation analyses were used to assess the relationships between demographic variables, satisfaction levels, and expectation gaps among residents.
Results and Discussion: The findings reveal that the empathy and need-recognition dimension received the highest score among all the expectation gap indicators. This suggests that, from the residents’ perspective, the level of empathy and understanding demonstrated by housing managers and authorities in the Bijar Mehr Housing Project is relatively acceptable. However, other key indicators such as responsiveness, reliability, and tangible quality showed moderate satisfaction levels, indicating room for improvement. The results also highlight that residents tend to value social cohesion, security, and accessibility to urban services as major factors influencing their overall satisfaction. Furthermore, the analysis indicates that demographic characteristics, including household income and education level, significantly affect satisfaction scores. Residents with higher educational backgrounds exhibited greater sensitivity toward environmental and service quality aspects. These findings underscore the complex interplay between physical infrastructure and social dynamics in shaping residents’ perceptions. The discussion emphasizes that sustainable housing satisfaction extends beyond physical construction alone; it involves effective management, participatory governance, and the fulfillment of social and psychological needs.
Conclusion: The study concludes that while the physical and visual aspects of the Mehr Housing Project in Bijar generally meet residents’ expectations, the intangible dimensions—particularly behavioral interactions, sense of belonging, and recognition of citizen rights—have not reached satisfactory levels. To enhance the overall effectiveness and sustainability of such housing projects, policymakers should adopt a more resident-centered approach that integrates community participation, social support networks, and continuous post-occupancy evaluation. By aligning housing design and management strategies with the actual needs and perceptions of residents, future housing policies can contribute to greater satisfaction, social cohesion, and long-term sustainability