Relationship between Service Quality and Customer Satisfaction among Hotels in Ota, Nigeria

Authors

  • Titilayo S. Folarori Department of Business and Administration, College of Management Sciences, Bells University of Technology, Ota
  • Temitayo A. Onifade Department of Business and Administration, College of Management Sciences, Bells University of Technology, Ota
  • Richard T. Akindele Department of Business and Administration, College of Management Sciences, Bells University of Technology, Ota
  • Omolola O. Adebiyi Department of Business and Administration, College of Management Sciences, Bells University of Technology, Ota

Keywords:

Assurance, Customer Satisfaction, Reliability, Responsiveness Service Quality

Abstract

The goal of this study was to examine the impact of service quality on customer satisfaction among selected hotels in Ota, Ogun State. The study examined at the influence of assurance, responsiveness and reliability and its impact on customer satisfaction. The study made use of descriptive design for the study. The selected research design was suited for the study since the aim of the study was to look at how service quality variables affected satisfaction in hotels. A total of 129 copies of questionnaire was distributed, with all of them collected and analysed and used for the study. A Likert scale questionnaire was used to assess demographic data, while Pearson Product Moment Correlation analysis was used to examine the relationship between service quality and customer satisfaction. The study showed a strong relationship between service quality (reliability, assurance and responsiveness) and customer satisfaction. The study suggests that managers and hotel owners should concentrate more on those factors which can increase satisfaction, which are reliability, assurance of their clients and quick response to issues placed out.

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Published

2024-12-27

How to Cite

Folarori, T. S. ., Onifade, T. A. ., Akindele, R. T. ., & Adebiyi, O. O. . (2024). Relationship between Service Quality and Customer Satisfaction among Hotels in Ota, Nigeria. Ife Social Sciences Review, 32(2), 208–219. Retrieved from https://issr.oauife.edu.ng/index.php/issr/article/view/270