Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.]
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 t...
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Universiti Teknologi MARA (UiTM), Malaysia
2012
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Online Access: | http://ir.uitm.edu.my/id/eprint/44540/1/44540.pdf http://ir.uitm.edu.my/id/eprint/44540/ https://www.jthca.org/ |
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my.uitm.ir.445402021-03-30T07:21:59Z http://ir.uitm.edu.my/id/eprint/44540/ Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.] Tijani, Nasiru Okunola, G.A. Yina, Orga Donald Travel and state. Tourism Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Hospitality industry. Hotels, clubs, restaurants, etc. Food service 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. Universiti Teknologi MARA (UiTM), Malaysia 2012-12 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/44540/1/44540.pdf 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 https://www.jthca.org/ |
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Travel and state. Tourism Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Hospitality industry. Hotels, clubs, restaurants, etc. Food service |
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Travel and state. Tourism Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Hospitality industry. Hotels, clubs, restaurants, etc. Food service Tijani, Nasiru Okunola, G.A. Yina, Orga Donald Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.] |
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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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Article |
author |
Tijani, Nasiru Okunola, G.A. Yina, Orga Donald |
author_facet |
Tijani, Nasiru Okunola, G.A. Yina, Orga Donald |
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Tijani, Nasiru |
title |
Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.] |
title_short |
Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.] |
title_full |
Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.] |
title_fullStr |
Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.] |
title_full_unstemmed |
Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state / Tijani Nasiru … [et al.] |
title_sort |
service delivery and customers’ satisfaction in some selected hotels in ikeja areas of lagos state / tijani nasiru … [et al.] |
publisher |
Universiti Teknologi MARA (UiTM), Malaysia |
publishDate |
2012 |
url |
http://ir.uitm.edu.my/id/eprint/44540/1/44540.pdf http://ir.uitm.edu.my/id/eprint/44540/ https://www.jthca.org/ |
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