Abstract
The study evaluates the customer satisfaction in selected Hotels in Ikeja Area of Lagos. Table of random sampling technique was used to select 10 hotels from 27 hotels registered and recognized by Nigeria Tourism Development Corporation (NTDC) in the areas. A well structured questionnaire was used to collect necessary data. Findings revealed that the Hotels in the studies area were not giving their customers’ satisfaction because what hotelier perceived as customers quality service differs from the guests’ expectation. The study concluded that managers and proprietors of hotels should accord necessary recognition to professionalism and staff training to achieve customer satisfaction. The study is significant to manager of hotels, restaurants, hotel proprietors and human resources managers in meeting customer satisfaction especially in Lagos and in Nigeria in general.
Metadata
Item Type: | Article |
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Creators: | Creators Email / ID Num. Tijani, Nasiru UNSPECIFIED Okunola, G.A. UNSPECIFIED Yina, Orga Donald UNSPECIFIED |
Subjects: | G Geography. Anthropology. Recreation > G Geography (General) > Travel. Voyages and travels (General) > Travel and state. Tourism H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling H Social Sciences > HF Commerce > Consumer satisfaction T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service |
Divisions: | Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management |
Journal or Publication Title: | Journal of Tourism, Hospitality & Culinary Arts (JTHCA) |
UiTM Journal Collections: | UiTM Journal > Journal of Tourism, Hospitality & Culinary Arts (JTHCA) |
ISSN: | 1985-8914 , 2590-3837 |
Volume: | 4 |
Number: | 3 |
Page Range: | pp. 1-17 |
Keywords: | Customer, Customer Satisfaction, Service, Quality, and Hotel |
Date: | December 2012 |
URI: | https://ir.uitm.edu.my/id/eprint/44540 |