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The purpose of this study was to determine how service delivery influence tourism establishments in Calabar Metropolis, Cross River State. To achieve this, two hypotheses were formulated and tested in the study. The survey research design was adopted for the study. A sample of 100 respondents was accidentally selected for the study. " structured questionnaire titled Tourism and Service Delivery Questionnairee (TSDQ) was utilized for the study after being subjected to validation by three experts in the relevant field. The reliability was established through split-half and Pearson Product Moment Correlation Coefficient method with a coefficient value of 0.88. The independent t-test analysis was adopted in testing the hypotheses at .05 level of significance. From the results of the analysis, the findings revealed that there is significant difference in the mean rating of male and female tourists on accommodation comfort and security services of tourism establishments in Calabar Metropolis. Based on the findings of the study, recommendations were made.
2021 •
Research on humanities and social sciences
Perceptions of City Hotel Visitors’ On Service Expectation and Actual Service Received2018 •
This study examines visitors’ perception of service expectation and actual service received at a luxury hotel in Ilorin South local government area of Kwara state. By means of a modified Service Quality (SERVQUAL) questionnaire specifically designed for this study, data from 478 guests that were randomly selected. Analyses of data collected from 272 respondents’ that participated revealed that respondents scores on service received were higher than scores on corresponding service expectation for most of the variables examined. About 75% of the variables examined recorded a positive service quality delivery while 25% recorded that service delivery was poor. The result on the factors influential to respondents’ choice of hotels shows that all twelve factors examined are very influential to respondents’ selection of hotel given that all the weighted mean scores surpassed the 3.00 cut-off). The highest factors influencing visitors’ selection of hotels are the safety of lives and propert...
This study was carried out to assess service quality on customer satisfaction in some selected hotels in Abeokuta Metropolis. A total of one hundred and fifteen (115) structured questionnaires was distributed, out which ninety seven (97) respondents representing 84.3% completed and returned the questionnaire. The results showed that the socioeconomic characteristics of respondents involved in hotel patronage were 81.4% (male) and 18.6% (female) with 58.7% of the total respondents rated unsatisfactory with mean value of '2.68', 52% of respondents rated service experienced unsatisfactory with mean value of '2.62', 71.1% of respondents consented to the various solutions offered. The chi-square showed there was significant relationship (x 2 =789.537 a > x 2 =9.488, p<0.05) between socioeconomic characteristics of respondents and the level of their satisfaction with service qualities in the hotels. Also, there was significant relationship (x 2 = 837.990 a > x 2 =9.488, p<0.05) between the various service qualities and customer satisfaction. It was further confirmed that service quality delivery to customers was the major challenge of all the hotels in Abeokuta metropolis which is on how to deliver the service to customers in a way that will bring satisfaction to them. This study therefore recommended that hotels owners should constantly embark on staff training in 'service quality delivery' that will bring about customer satisfaction at all times.
International Journal of Trend in Scientific Research and Development
Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State2021 •
Journal of Tourism and Heritage Studies (JTHS)
TOURIST SATISFACTION AND PERCEIVED EFFICIENCY OF SERVICES RENDERED BY THE HOSPITALITY UNIT OF OKOMU NATIONAL PARK AND OBUDU MOUNTAIN RESORTTourists, satisfaction is key to the success of an Eco-destination. It is natural for tourists to return to the centre if they were satisfied with the level of hospitality or for them to shun the centre if the level of hospitality did not meet their taste. This study assessed tourist satisfaction and perceived efficiency of services rendered by the hospitality unit of Okomu National Park (ONP) and Obudu Mountain Resort (OMR) in Niger Delta Region of Nigeria. Data were obtained through in-depth interviews, personal observations and administration of self-structured questionnaires. Questionnaires were administered to 100 tourists who have spent a minimum of two nights in the accommodation facilities of the two eco-destinations. Data were analyzed using descriptive and inferential statistics. Further analysis indicated that OMR performed relatively well on entertainment while ONP was poorly rated on entertainment. Chi square analysis reveals that there are relationships between education status of tourists and rating of entertainment (P≤0.001) and age of tourists and the perceived efficiency of laundry service (P≤0.005). The economic state of the nation has adversely affected tourism as people can hardly carter for their basic needs. There is need then for the government to provide more funding in the areas of prompt payment of workers' wages as well as payment of the pension of those who are retired. This is important to the tourism industry because workers and retirees are among the class of people who visit tourist centres more than other classes of people. Secondly, government should improve on the funding of government-owned ecodestinations such as Okomu National Park and Obudu Mountain Resort.
Journal of Tourism, Hospitality and Sports
Service Quality Perceptions and Socio-demographic Characteristics of Hotel Guests in the Western Region of Ghana2015 •
Service quality of hotels is an important concern for hotel guests. The inflow of the guests depends on the quality of service they get from the hotel. Service quality perceptions of hotel guests may be influenced by socio-demographic characteristics. Perceptions of service in hotels may also vary among the guests based on the differences in nationality, gender, age, education, occupation, etc. Thus, this study investigates the relationship between guests’ socio-demographic characteristics and their perception of service quality; and also examines the differences in the perception of service quality dimensions with reference to guests’ socio-demographic characteristics. A sample of 358 hotel guests was surveyed through structured questionnaire and the analysis was done in relation to guests’ socio-demographic characteristics. The Chi-square test of independence and the independent samples t-test were used to test for the existence of significant relationships and differences. The re...
IOSR Journals
An Assessment of the Quality of Facilities and Services Provided By Hotels in Ado-Ekiti, Ekiti State, Nigeria2019 •
The paper assessed the quality of facilities and services provided by hotels in Ado-Ekiti, the research employed the use of survey research method; it involved the use of a well structured questionnaire to elicit information from respondents. Purposive sampling technique will be used to select three (3) star hotel as the sample for the study. The reason for making use of the purposive sampling was because the researcher feels its right to use 3 star hotel for the research. Three (3) star hotels are the ones that have at least some average facilities that can be maintained. In all the 3 star hotels in Ado Ekiti, a total sample of 20 hotels were selected for the study using convenient sampling technique which form 10% of the total population of the hotels in the study area, The patrons who responded to the questionnaire were selected with the use of convenient sampling technique. A total of 4 patrons were selected from each of the 20 hotels. However, the researcher was able to retrieve 79 out of 80 copies of questionnaire administered. The data collected were analysed using descriptive method of data analysis. Findings revealed that the facilities in the hotels were adequate to a reasonable extent as stated by the respondents, maintenance culture employed by many hotels in Ado Ekiti is ineffective, we could see that the maintenance culture in many of the hotels are ineffective, hence, there sustainability could be said to be at stake, the furniture and fittings are always in good condition whenever they visit the hotels, the maintenance culture adopted in the hotels is not poor. However, patron's satisfaction is most times not always taken into consideration in the hotels. It was concluded that, many of the hotel owners and operators in the developing countries still have a lot to do in order to ensure the effective delivery of services. It was recommended that the hotels in the study should prioritize effective delivery of services which will in turn boost their profit making, because without investment, there can never be gain. It is expected of the hotel owners to always get feedback and suggestions from the patrons, and not just getting it but also working on it as much as possible.
Quality of a product (or service) may be observed as its features by means of which certain needs of customers are satisfied. Moreover, customer satisfaction is one of the leading indicators of successful performance in the hotel sector. Many hotels today tend to increase their investments with the aim of improving service quality and perceived value for guests in order to achieve better customer satisfaction. This study is aimed at determining the relationship between service quality dimensions and customer satisfaction.Purposive random sampling was used based on the convenient for researchers in gaining information from respondents. Structured questionnaire was used as an instrument where 150 respondents were engaged in the study but only 112 filled and returned their questionnaire which became the unit of analysis of this research. Correlationwas used to test the relationship between service quality dimensions and customer " s satisfaction and meanwhile, the hypothesis were tested using regression analysis.The result shows that Reliability and Customers " Satisfaction were not positively and significantly associated (r=0.024, p=0.805), Assurance and Customers " Satisfaction were positively and significantly associated (r=0.798, p=0.000), Tangibility and Customers " Satisfaction were positively and significantly associated (r=0.447, p=0.000), Empathy and Customers " Satisfaction were positively and significantly associated (r=0.425, p=0.000). And finally Responsiveness and Customers " Satisfaction were positively and significantly associated (r=0.918, p=0.000).Therefore based on the findings it was recommended thathotel managers should place importance on significant predictors of guest satisfaction such as; empathy,responsiveness, assurance and tangibility for policy and practice.
This study examines the effect of service quality on financial performance of hotels in Kano metropolis, Nigeria. The main objective is to examine the effect of service quality dimensions (tangibility, reliability, responsiveness, confidence and communication) on financial performance of hotels in Kano metropolis. The study employed a survey research design on a sample of 348 hotel employees in Kano Metropolis and a questionnaire was used as the main technique of data collection. Out of the 348 copies of questionnaire that were distributed, 299 copies were completed and retrieved. Also, regression analysis method using SPSS version 18 was used to analyze the data. The result showed that tangibility and communication have significant effect on financial performance, while, reliability, responsiveness and confidence have no significant effect on financial performance of hotels in Kano metropolis. The study concluded that tangibility and communication of service were more significant in explaining variability of financial performance of hotels in Kano metropolis than reliability, responsiveness and confidence. It was therefore, recommended that while trying to revive other dimensions such as; reliability, responsiveness and confidence, emphasis should be placed more on neatness of employees, attractiveness of hotel rooms, hotel’s location and hotel’s outdoor surroundings, to refine the weaker links in Tangibility for improved financial performance. Also, the attention given to customers at the reception desk and the display of transparency through effective communication of customer charges should be enhanced to improve the weaker links in communication for greater financial performance.
International Journal of Research Publications
CUSTOMER SERVICE EXPERIENCE AND THE REPUTATION OF HOTELS IN UYO, AKWA IBOM STATE, NIGERIA. Customer Service Experience and the Reputation of Hotels in Uyo, Akwa Ibom State, Nigeria2020 •
The reputation of service businesses is made up of what others think and feel about the business. The main aim of this study is to ascertain the level of relationship that exist between customer service experience and the reputation of hotels in Uyo, Akwa Ibom State. The survey design as the main research design was adopted for the study. The population for this study consists of all the persons that were encountered at 196 hotels in Uyo, duly registered by the Akwa Ibom State tourism development board as at the time of this study. The total sample size for the study which made up the number of copies of questionnaire distributed was 384. Data was analyzed using the Regression analysis. Findings showed that Peace of Mind was the important independent variable in the study that had the highest impact on Hotel Reputation, it was followed by the variable customer involvement, moment of truth and customer recognition. The least important independent variable in the regression model were Hedonics because it had the smallest impact on Hotel Reputation. And its impact was not statistically significant, as their p-values was greater than 0.05. it was recommended that hotels should work on their reputation, by recognizing the roles that customer service experience plays on their patronage strength. Recognizing these roles can also enhance better customer post service experience behavior like favorable word of mouth recommendations, customer loyalty, and satisfaction among customers.
Polish Archives of Internal Medicine
Neurological complications of SARS-CoV-2 infection in a 66-year-old manResearch Policy
Exploration versus exploitation in alliance portfolio: Performance implications of organizational, strategic, and environmental fit2011 •
2006 •
La Cultura Del Otro Recurso Electronico Espanol En Francia Frances En Espana La Culture De L Autre Espagnol En France Francais En Espagne 2006 Isbn 978 84 96377 85 7 Pags 650 657
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Turkiye Klinikleri Journal of Nursing Sciences
Cultural Sensitivity of Pediatric Nurses and Family Centered Care Practices for Refugee Patients: A Cross-Sectional StudyJURNAL EKOMAKS Jurnal Ilmu Ekonomi Manajemen dan Akuntansi
Pengaruh Strategi Segmenting, Targeting Dan Positioning Terhadap Keputusan Pembelian Pada Produk Respiro Di MadiunRevista Eletrônica em Gestão, Educação e Tecnologia Ambiental
Ressignificando O Ensino De Doenças Contagiosas Com Uma Abordagem Experimental Em Uma Feira De Ciências2014 •
Tree and Forestry Science and Biotechnology
In vitro shoot regeneration from embryonic axis of a multipurpose vulnerable leguminous tree, Saraca indica L2011 •
2006 Annual Conference & Exposition Proceedings
Satellites, Uavs, And Ground Based Wireless Sensor Networks: Lessons Learned From An Reu Site In Environmental Sensor DevelopmentMatraga - Revista do Programa de Pós-Graduação em Letras da UERJ
Bruno Deusdará e Geraldo Pontes entrevistam Del Carmem Daher2022 •
International Journal of Multicultural and Multireligious Understanding
Judgment of the Problem-Based Learning Model with Blended Learning in EFL Academic ReadingRevue de Métaphysique et de Morale
Nicholas D. Smith, Socrates on Self-Improvement: Knowledge, Virtue, and Happiness, Cambridge, Cambridge University Press, 2021(DRAFT)2022 •
médecine/sciences
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2018 •