Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State
Journal Title: International Journal of Trend in Scientific Research and Development - Year 2021, Vol 5, Issue 5
Abstract
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customers’ benefit packages should be tailored towards the dimensions of service quality – Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guests’-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
Authors and Affiliations
Uju Mary Onubogu | Promise Chika Oparah
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