SERVICE QUALITY MANAGEMENT AND CUSTOMER SATISFACTION FOR HOTEL SERVICE IN ABUJA NIGERIA
Keywords:
Service, Service Quality, Customer, Customer Satisfaction, Hotels, Hotel Service,, , GuestsAbstract
The aim of this study is to identify how service quality tools can be managed to realize customer satisfaction for hotel services. This research was carried out with six 5-star hotels located within Abuja. This research is designed in a descriptive approach. A population of 780 and sample size of 264 guests were administered with a structured questionnaire distributed through a convenience sampling technique. Data obtained was analyzed through descriptive statistics, while the multiple regression analysis model was used to test the hypothesis. The results from Data analysis and hypothesis testing show that Reliability, Assurance, Empathy and Responsiveness have strong significant relationship while tangibles have weak relationship with Customer Satisfaction for Hotel Services. Based on the findings the study recommends that Hotels should: provide customers with services that represent the value they have paid for; be able to deliver services promptly when, where and how needed by customers; show courtesy and convey trust and confidence to customers; provide care and individualized attention to customers, provide physical evidence that would convey ability to deliver value to customers.