ABSTRACT

The main objective of the study is to examine the influence of service quality on customer satisfaction in small scale hotels in Owerri Metropolis. Specifically, the research work strives to: Examine the influence of tangibility on customer satisfaction in small scale hotels in Owerri Metropolis; Ascertain the effect of reliability on customer satisfaction in small scale hotels in Owerri Metropolis; Determine the influence of assurance on customer satisfaction in small scale hotels in Owerri Metropolis; Determine the effect of responsiveness customer satisfaction in small scale hotels in Owerri Metropolis; Examine the influence of empathy on customer satisfaction in small scale hotels in Owerri Metropolis. This study adopted a survey design and primary data was collected purposively from 240 guests of the selected hotels. The findings revealed that: Tangibility has a relationship with customer satisfaction in small scale hotels with a correlation coefficient of (r = 0.542) and a significant value of 0.000 (p< 0.01);  Reliability has a relationship with customer satisfaction in small scale hotels with a correlation coefficient of (r = 0.513) and a significant value of 0.000 (p< 0.01); Assurance has a  relationship with customer satisfaction in small scale hotels with a correlation coefficient of (r = 0.501) and a significant value of 0.000 (p< 0.01); Responsiveness has a relationship with customer satisfaction in small scale hotels with a correlation coefficient of (r = 0.522) and a significant value of 0.000 (p< 0.01).  The study recommended that small scale hotels should improve the tangibility of service quality by making sure that services are rendered with clean and comfortable rooms, equipped with adequate fire safety facilities and instructions. Moreso, small scale hotels should ensure that hotel staff are able to provide service as promised, dependable in handling customers’ service problems and keep customers informed of the performance of services. And lastly, small scale hotels should make sure that their Staff are always willing to help customers and are ready to respond to customers’ requests.