Service quality dimensions as correlates of customer satisfaction in selected hotels in Ibadan

Abstract

Customer satisfaction is a critical success factor in the service provider sector. Focusing on and satisfying the needs of customers are very important for the survival and continued existence of service firms, especially hotel services. The purpose of this study is to examine the service quality dimensions as correlates of customer satisfaction of selected hotels in Ibadan, Oyo State, Nigeria. Data generated from 539 customers in 59 hotels in Ibadan were analyzed using correlation and multiple regression analysis. Findings revealed that service quality dimensions have a positive significant relationship with customer satisfaction. The study concludes that tangible, reliable; responsiveness, assurance, and empathy are good predictors of customer satisfaction of hotel service in Ibadan. Managers are therefore encouraged to give more attention to the service quality dimensions as major influencers of customer satisfaction in the hotel industry.