SERVICE QUALITY AND HOTEL’S CUSTOMER SATISFACTION: AN EMPIRICAL EVIDENCE FROM NIGERIA

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SERVICE QUALITY AND HOTEL’S CUSTOMER SATISFACTION: AN EMPIRICAL EVIDENCE FROM NIGERIA

Abstract

The objective of this study is to investigate the impact of service quality on customer satisfaction in the hotel industry of Nigeria. The SERVQUAL model served as a guide in the study to ascertain the findings. A total of 130 questionnaires were distributed to hotel guests who made use of the facilities rendered by it. Primary data was collected using the drop-off and pick-up method of self-administered questionnaire through sampling method of snow-ball sampling technique. The type of analysis conducted was descriptive, frequency, Pearson correlation and multiple regression analysis. Findings from the analysis revealed that out of the five dimensions of the SERVQUAL three i.e., tangibles, responsiveness and empathy had high significant impact on customer satisfaction in hotel industry of Nigeria.

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