Browsing by Author "Falabi, O. M."

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    THE INFLUENCE OF FOOD QUALITY, SERVICE AND PHYSICAL ENVIRONMENT ON CUSTOMER SATISFACTION IN KWARA HOTEL, ILORIN, NIGERIA
    (Elizade University Journal of Research in Hospitality and Tourism, 2018) Falabi, O. M.; Akande, E. A.; Folorunso, O. S.
    Customer satisfaction is a psychological concept that involves the feeling of well-being and pleasure that results from obtaining what one hopes for and expects from an appealing product and/or service. The more satisfied the customers are, the most likely they are to return or prolong their stay. Many hospitality facilities in Kwara State especially hotels are still not perfect in rendering customer service particularly in areas such as security, parking space, attractiveness, after sales services and sensitivity to guest needs, general attitude towards guest among others, in other to attain guest satisfaction. This requires an immediate intervention of the hotel management to save the hotel from losing its old guests to their competitors. Therefore, the aim of this study is to investigate the impact of food quality, service and physical environment on customer satisfaction using on Kwara Hotel, Ilorin, as a model. The research design adopted for this work is case study design which used mixed research design involving explorative and explanatory survey methods. Questionnaire and participant observation were the main instruments used for data collection. Statistical Packages for Social Sciences (SPSS) was used to compute the result and analysed the findings of the survey. Recommendations were made based on the findings of this work.
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    The Influence of Food Quality, Service and Physical Environment on Customer Satisfaction in Kwara Hotel, Ilorin, Nigeria
    (Elizade University Journal of Research in Hospitality and Tourism, 2018-01-25) Falabi, O. M.; Akande, E. A.; Folorunso, O. S.
    This study examines the influence of food quality, service and physical environment using Kwara Hotel, Ilorin as case study. The main aim of the study is to investigate the role of quality food, the service delivery and physical environment of the food service establishment on customer experience. The study adopted a survey research design, utilizing a quantitative data collection approach. The findings revealed that quality of food and beverages on offer, couple with the exceptional service delivery of the establishment contribute to the overall meal experience of the guests. The findings also show that aesthetic and ambience contribute to the acceptance of the physical environment of the Food Service Establishment.