Assesing the Effect of quality Service of Small Hotels on Customers Satisfaction in Bauchi Nigeria
Journal Title: IOSR Journal of Humanities and Social Science - Year 2018, Vol 23, Issue 3
Abstract
Quality of a product (or service) may be observed as its features by means of which certain needs of customers are satisfied. Moreover, customer satisfaction is one of the leading indicators of successful performance in the hotel sector. Many hotels today tend to increase their investments with the aim of improving service quality and perceived value for guests in order to achieve better customer satisfaction. This study is aimed at determining the relationship between service quality dimensions and customer satisfaction.Purposive random sampling was used based on the convenient for researchers in gaining information from respondents. Structured questionnaire was used as an instrument where 150 respondents were engaged in the study but only 112 filled and returned their questionnaire which became the unit of analysis of this research. Correlationwas used to test the relationship between service quality dimensions and customer‟s satisfaction and meanwhile, the hypothesis were tested using regression analysis.The result shows that Reliability and Customers‟ Satisfaction were not positively and significantly associated (r=0.024, p=0.805), Assurance and Customers‟ Satisfaction were positively and significantly associated (r=0.798, p=0.000), Tangibility and Customers‟ Satisfaction were positively and significantly associated (r=0.447, p=0.000), Empathy and Customers‟ Satisfaction were positively and significantly associated (r=0.425, p=0.000). And finally Responsiveness and Customers‟ Satisfaction were positively and significantly associated (r=0.918, p=0.000).Therefore based on the findings it was recommended thathotel managers should place importance on significant predictors of guest satisfaction such as; empathy,responsiveness, assurance and tangibility for policy and practice.
Authors and Affiliations
Dimfwina N Tongshinen, MurtalaM Alamai, Ukonu Ijeoma Chinyere
Keywords
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- EP ID EP418196
- DOI 10.9790/0837-2303056371.
- Views 55
- Downloads 0
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