Abstract
This study was carried out to assess service quality on customer satisfaction in some selected hotels in Abeokuta Metropolis. A total of one hundred and fifteen (115) structured questionnaires was distributed, out which ninety seven (97) respondents representing 84.3% completed and returned the questionnaire. The results showed that the socioeconomic characteristics of respondents involved in hotel patronage were 81.4% (male) and 18.6% (female) with 58.7% of the total respondents rated unsatisfactory with mean value of ‘2.68’, 52% of respondents rated service experienced unsatisfactory with mean value of ‘2.62’, 71.1% of respondents consented to the various solutions offered . The chi-square showed there was significant relationship (x2 =789.537a> x2 =9.488, p<0.05) between socio-economic characteristics of respondents and the level of their satisfaction with service qualities in the hotels. Also, there was significant relationship (x2 = 837.990a> x2=9.488, p<0.05) between the various service qualities and customer satisfaction. It was further confirmed that service quality delivery to customers was the major challenge of all the hotels in Abeokuta metropolis which is on how to deliver the service to customers in a way that will bring satisfaction to them. This study therefore recommended that hotels owners should constantly embark on staff training in ‘service quality delivery’ that will bring about customer satisfaction at all times.Keywords: Hotel industry, service quality, customer satisfaction
Highlights
This study will focus on hotels so as to identify basic service quality attributes, service delivery and customer satisfaction among hotels
Socio-economic characteristics of respondents: Table 1 below shows that majority of our respondents were male as they accounted for 81.4% of the selected population with female accounting for 18.6%
Majority of the respondents are married as they accounted for 79.4% of the respondents in the study. This indicates that hotels in Abeokuta Metropolis have high records of patronage of married people (Table 1)
Summary
The chi-square showed there was significant relationship (x2 =789.537a> x2 =9.488, p
Sign-in/Register to view highlights & summary Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Journal of Applied Sciences and Environmental Management
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
