Measuring Customer Satisfaction In Hospitality Industry (A Study Of Selected Hotels In Abia State, Nigeria)

ABSTRACT

Nigeria in the last few decades has experienced a tremendous growth in the number of public and private hotels. The biggest challenges in today’s competitive  business environment are how to retain customers and ensure loyalty. Also guest relationship in the hotel industry is strategic assets of the organization and customer satisfaction becomes the starting points to defining business objectives. The study therefore analyzed the indices of customer satisfaction in the hospitality industry in Nigeria. The research analyzed the significance of key factors that determine customer satisfaction. A structured questionnaire on staff performance, cost hotel facilities, and environment was developed and used to collect information from the study sample. The structured questionnaire was administered to respondents purposively descriptive statistics environment hotel facilities and respectively were seen to have a strong impact on customer satisfaction at 5% a level of significance, while staff performance se.ms significance at 10%. There was a relationship contribution between service quality and customer satisfaction. The study makes a significant contribution to the service quality management literature because few empirical studies are available dealing with this aspect of the hotel management in Nigeria. It would also help service providers in the hotel industry to understand aspect of service variables that need urgent improvement.