GUEST PERCEPTION OF SERVICE QUALITY IN SELECTED HOTELS IN ILORIN SOUTH LOCAL GOVERNMENT, ILORIN, NIGERIA
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Date
2024-04-21
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EKITI STATE UNIVERSITY JOURNAL OF RESEARCH
Abstract
Guest perception of service quality refers to how customers or visitors perceive the level of service they receive from a business or organization. It encompasses their subjective evaluation of various aspects such as responsiveness, reliability, empathy, assurance and tangibles. This study was conducted on Guest satisfaction of service quality in selected hotels in Ilorin South Local Government. The population of the study was based on Guest in selected hotels in Ilorin South Local Government. The study used twenty (20) research questions and a table of research advisor was used to get the sample size. The study adopts a descriptive survey. Questionnaire was used to collect data and the data collected from the study were analyzed using (SPSS), frequency table and percentage. The research has been based on objective identification of facts in order to be systematic in fulfilling the objectives of the research work. Findings shows that positive perception often lead to customer satisfaction and loyalty while negative perceptions can result in dissatisfaction and potential loss of business. Understanding and managing guest perceptions is crucial for hotel business aiming to deliver high-quality services and enhance overall customer experience. The adoption, practice, and continuous upgrade of service quality is very fundamental to improving customer and guest satisfaction in selected Hotels in Ilorin South Local Government.