Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.]

Tijani, Nasiru and Okunola, G.A. and Yina, Orga Donald (2012) Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.]. Journal of Tourism, Hospitality & Culinary Arts, 4 (3). pp. 1-17. ISSN 1985-8914 , 2590-3837

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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.

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Item Type: Article
Creators:
Creators
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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
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
Official URL: https://www.jthca.org/
Item ID: 44540
Uncontrolled Keywords: Customer, Customer Satisfaction, Service, Quality, and Hotel
URI: https://ir.uitm.edu.my/id/eprint/44540

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44540

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