An evaluation of the quality of services provided by the Integrated homeless center of the city of Athens, Greece
The phenomenon of homelessness is a major social issue that concerns modern societies. The present study deals with the issue of homelessness and analyses the level of quality of services received by the guests of the Integrated Homeless Center of the city of Athens through their level of satisfacti...
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Elsevier
2025-01-01
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| Series: | Social Sciences and Humanities Open |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S2590291125001068 |
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| author | Maria-Aggeliki Stamouli Andriana Mexa Sofoklis Chrysanthopoulos Aspasia Goula |
| author_facet | Maria-Aggeliki Stamouli Andriana Mexa Sofoklis Chrysanthopoulos Aspasia Goula |
| author_sort | Maria-Aggeliki Stamouli |
| collection | DOAJ |
| description | The phenomenon of homelessness is a major social issue that concerns modern societies. The present study deals with the issue of homelessness and analyses the level of quality of services received by the guests of the Integrated Homeless Center of the city of Athens through their level of satisfaction. In order to evaluate the satisfaction of the guests of the Centre, a quantitative survey was conducted with a non-probability convenient sample of 127 homeless people accommodated in the dormitory and the hostel of the center, using the SERVQUAL (Service Quality) questionnaire. The Kolmogorov-Smirnov test showed that age was normally distributed, while the quality dimensions and time on street/Center were not, therefore non-parametric tests were used for their analysis. Specifically, the one-sample Wilcoxon, Mann-Whitney U, and Kruskal-Wallis H tests (along with ANOVA for age) were employed to assess differences in the quality dimensions: a) from one value, b) in two independent groups, c) in more than two groups respectively. Spearman's correlation was used to test linear relationships between quantitative variables. The results of the survey show a high level of beneficiary satisfaction with the full range of services provided, across all five dimensions of quality. Guests with a chronic health problem seem to be less satisfied with the quality of services, while guests with a higher educational level are less satisfied with the facilitation of developing social relationships within the Centre. Τhe extent to which the staff of the Centre facilitates the development of social relationships was not rated positively. |
| format | Article |
| id | doaj-art-0e2de8b970dd4435885b867d8443fd3e |
| institution | Kabale University |
| issn | 2590-2911 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Social Sciences and Humanities Open |
| spelling | doaj-art-0e2de8b970dd4435885b867d8443fd3e2025-08-20T03:30:49ZengElsevierSocial Sciences and Humanities Open2590-29112025-01-011110137910.1016/j.ssaho.2025.101379An evaluation of the quality of services provided by the Integrated homeless center of the city of Athens, GreeceMaria-Aggeliki Stamouli0Andriana Mexa1Sofoklis Chrysanthopoulos2Aspasia Goula3Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243, Athens, Greece; Corresponding author.Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243, Athens, GreeceHellenic Statistical Authority, 46 Pireos & St. Eponiton St, 18510, Piraeus, GreeceMaster of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243, Athens, GreeceThe phenomenon of homelessness is a major social issue that concerns modern societies. The present study deals with the issue of homelessness and analyses the level of quality of services received by the guests of the Integrated Homeless Center of the city of Athens through their level of satisfaction. In order to evaluate the satisfaction of the guests of the Centre, a quantitative survey was conducted with a non-probability convenient sample of 127 homeless people accommodated in the dormitory and the hostel of the center, using the SERVQUAL (Service Quality) questionnaire. The Kolmogorov-Smirnov test showed that age was normally distributed, while the quality dimensions and time on street/Center were not, therefore non-parametric tests were used for their analysis. Specifically, the one-sample Wilcoxon, Mann-Whitney U, and Kruskal-Wallis H tests (along with ANOVA for age) were employed to assess differences in the quality dimensions: a) from one value, b) in two independent groups, c) in more than two groups respectively. Spearman's correlation was used to test linear relationships between quantitative variables. The results of the survey show a high level of beneficiary satisfaction with the full range of services provided, across all five dimensions of quality. Guests with a chronic health problem seem to be less satisfied with the quality of services, while guests with a higher educational level are less satisfied with the facilitation of developing social relationships within the Centre. Τhe extent to which the staff of the Centre facilitates the development of social relationships was not rated positively.http://www.sciencedirect.com/science/article/pii/S2590291125001068HomelessHousing exclusionSocial policyService quality and satisfactionSERVQUALIntegrated homeless center of the city of athens |
| spellingShingle | Maria-Aggeliki Stamouli Andriana Mexa Sofoklis Chrysanthopoulos Aspasia Goula An evaluation of the quality of services provided by the Integrated homeless center of the city of Athens, Greece Social Sciences and Humanities Open Homeless Housing exclusion Social policy Service quality and satisfaction SERVQUAL Integrated homeless center of the city of athens |
| title | An evaluation of the quality of services provided by the Integrated homeless center of the city of Athens, Greece |
| title_full | An evaluation of the quality of services provided by the Integrated homeless center of the city of Athens, Greece |
| title_fullStr | An evaluation of the quality of services provided by the Integrated homeless center of the city of Athens, Greece |
| title_full_unstemmed | An evaluation of the quality of services provided by the Integrated homeless center of the city of Athens, Greece |
| title_short | An evaluation of the quality of services provided by the Integrated homeless center of the city of Athens, Greece |
| title_sort | evaluation of the quality of services provided by the integrated homeless center of the city of athens greece |
| topic | Homeless Housing exclusion Social policy Service quality and satisfaction SERVQUAL Integrated homeless center of the city of athens |
| url | http://www.sciencedirect.com/science/article/pii/S2590291125001068 |
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