Relationship between Service Quality and Customer Satisfaction among Hotels in Ota, Nigeria
Keywords:
Assurance, Customer Satisfaction, Reliability, Responsiveness Service QualityAbstract
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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