Browsing by Author "Odetundun, Olushola"

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    PERCEPTION OF SERVICE QUALITY AND ITS IMPACT ON CUSTOMER LOYALTY IN SELECTED HOTEL IN KWARA STATE, NIGERIA
    (Journal of Institutional Catering, Hospitality and Tourism Management, 2024-12) Bashiru, Adekunle Afeez; Odetundun, Olushola; Folorunso, Olusola Samson
    This study examines guest perceptions of service quality and its impact on customer loyalty in hotels. The primary aim is to explore the factors shaping guest perception of service quality, investigate the correlation between guest satisfaction and customer loyalty, and identify actionable insights for service quality improvement. Utilizing a quantitative research methodology, data was collected through structured questionnaires administered to hotel guests at Sinclair hotel, focusing on various service quality dimensions such as physical facilities, staff competence, and promptness of service. The study adopted Sinclair Hotel, Ilorin, as its case study. The findings reveal significant correlations between six out of seven service quality indicators and guest perception, indicating the crucial role of these factors in shaping overall guest satisfaction. Notably, "confidence in the knowledge and competence of the hotel staff" did not significantly correlate with guest perception, suggesting other service dimensions might be more influential in the selected hotels. Furthermore, the study confirms that guest satisfaction significantly influences customer loyalty, with strong correlations between satisfaction levels and loyalty indicators such as the likelihood to recommend and intention to revisit.