Assessment of service quality on customer satisfaction in selected hotels in Abeokuta Metropolis, Ogun State, Nigeria

Abstract

This study was carried out to assess service quality on customer satisfaction in some selected hotels in Abeokuta Metropolis. A total of one hundred and fifteen (115) structured questionnaires was distributed, out which ninety seven (97) respondents representing 84.3% completed and returned the questionnaire. The results showed that the socioeconomic characteristics of respondents involved in hotel patronage were 81.4% (male) and 18.6% (female) with 58.7% of the total respondents rated unsatisfactory with mean value of ‘2.68’, 52% of respondents rated service experienced unsatisfactory with mean value of ‘2.62’, 71.1% of respondents consented to the various solutions offered . The chi-square showed there was significant relationship (x² =789.537a> x² =9.488, p<0.05) between socio-economic characteristics of respondents and the level of their satisfaction with service qualities in the hotels. Also, there was significant relationship (x² = 837.990a> x²=9.488, p<0.05) between the various service qualities and customer satisfaction. It was further confirmed that service quality delivery to customers was the major challenge of all the hotels in Abeokuta metropolis which is on how to deliver the service to customers in a way that will bring satisfaction to them. This study therefore recommended that hotels owners should constantly embark on staff training in ‘service quality delivery’ that will bring about customer satisfaction at all times.

Keywords: Hotel industry, service quality, customer satisfaction