Service Quality and Customer Satisfaction of Hotels in Port Harcourt, Rivers State

Abstract

The study examined the relationship between service quality and customer satisfaction of hotels in Rivers State. The study adopted descriptive survey research design. The population of the study comprised all customers of registered hotels in Rivers State. This implies that the study population is infinite in nature. A sample size of three hundred and eighty-four (384) was adopted. The various hypotheses formulated were tested using Pearson Product Moment Correlation (PPMC). The results of the analysis confirmed that all the dimensions of service quality (assurance and service responsiveness) were found to have a positive and significant relationship with customer satisfaction as measured by customers’ loyalty and referrals. It is therefore concluded that the aim of service quality is to optimize customer satisfaction through gaining the loyalty of the current customers in a multi-channel environment and ensuring they are completely satisfied. In line with the conclusion, the study recommends that the hotel staff and employees should be well cultured and trained to provide prompt services to their guest when called upon to do so, as service responsiveness is seen as a major tool for guaranteeing customer referral behaviour.