ABSTRACT

Tourist satisfaction is assumed as one of the crucial elements for a superior advantage, dis-tinctive image and market destinations successfully, as it influences the choice of destination, consumption of products and services, decide to return, maintain long term relationship and improve destination reputation. The objectives of this study; customers’ satisfaction on tourism are to 1.Examine the relationship between facilities offered at destination with that of the overall satisfaction of tourists 2.Examine the relationship between accessibility of destination with that of the overall satisfaction of tourists. 3 Examine the relationship between destination attractions with that of the overall. The target population of this study included all tourists visiting the Awhum Waterfall, in Enugu State. In this study the statistical analysis was conducted using Statistical package for social science (SPSS) 21.0 computer package. Descriptive statistics, Correlation analysis, simple and multiple regression analysis were employed to find association between dependent and independent variable(s), while ANOVA was used to obtain the research findings. Based on the findings of this study, the following recommendations were made; 1.Tourism industries should ensure that customers are satisfied in order to increase their purchase intention. 2. Tourism industries should provide the essential facilities such as internet facility, recreational facility e.t.c in order to ensure that customer satisfaction is achieved.3.Tourism industries should endeavor to provide conducive environment for their customers to avoid customer dissatisfaction. Since the findings revealed that the presence of porn facilities for customers has a positive effect on purchase intention, hotel industries should endeavor to make provision for porn facilities for effective customer satisfaction.

TABLE OF CONTENTS

Title page i

Declaration ii

Certification iii

Dedication iv

Acknowledgement v

Table of contents vi

List of table vii

Abstract viii

 CHAPTER ONE

INTRODUCTION

1.1 Background of the Study 1

1.2 Statement of the Problem 5

1.3 Objectives of the Study 8

1.4 Research Questions 9

1.5 Research Hypotheses 9

1.6 Significance of the Study 9

1.7 Scope of the Study 10

1.8 Limitation of the study 10

CHAPTER TWO

REVIEW OF RELATED LITERATURE

2.1 Conceptual Framework 11

2.1.1 Destination Service Quality 11

2.1.2 Tourism Products 11

2.1.2 Customer Satisfaction 13

2.2.1 Determinants of Customer Satisfaction 14

2.1.3 Tourists’ Destination Choices 15

2.2 Empirical Review 15

2.3 Theoretical Framework 18

2.3.1 Expectancy Disconfirmation Theory 18

2.3.2 Equity Theory 19

CHAPTER THREE

METHODOLOGY

3.1 Research Design 20

3.2 Area of the Study 20

3.3 Sources of Data 20

3.4 Population of Study 21

3.5 Sampling Technique 21

3.6 Sample Size Determination 21

3.7 Instrument for Data collection 22

3.8 Validity of Instruments 22

3.9 Reliability of the instrument 23

3.10 Analytical Technique 23

3.10.1 Regression Model 23

CHAPTER FOUR 

PRESENTATION AND ANALYSIS OF DATA

4.1 Return rate or questionnaire 24

CHATTER FTVE

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS

5.1 Summary of Findings 33

5.2 Conclusion 33

5.3 Recommendations 34

References 35

Appendix