THE INFLUENCE OF FOOD QUALITY, SERVICE AND PHYSICAL ENVIRONMENT ON CUSTOMER SATISFACTION IN KWARA HOTEL, ILORIN, NIGERIA

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dc.contributor.authorFalabi, O. M.
dc.contributor.authorAkande, E. A.
dc.contributor.authorFolorunso, O. S.
dc.date.accessioned2025-03-12T12:53:17Z
dc.date.available2025-03-12T12:53:17Z
dc.date.issued2018
dc.descriptionThis study makes significant contributions toward understanding the relationship between good customer service and guest satisfaction in the hospitality sector. The findings of the study show that customers derive satisfaction from all the components. In terms of staff attitude and proficiency, the study shows that the staff are friendly and confident but needs more training to deliver maximum satisfaction to get when it comes to customer service; in terms of physical environment, all the customers agreed that the hotels have good location and nice aesthetic and ambience, but they think further improvement is essential; the customers of the hotel made suggestions as to the areas of improvement they would love to see in the hotels’ customer service delivering which include but not limited to internet services, improved room services, improved security, uninterrupted power supply among others.
dc.description.abstractCustomer 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.
dc.identifier.issn2814-0648
dc.identifier.urihttps://kwasuspace.kwasu.edu.ng/handle/123456789/4647
dc.language.isoen
dc.publisherElizade University Journal of Research in Hospitality and Tourism
dc.relation.ispartofseries1
dc.titleTHE INFLUENCE OF FOOD QUALITY, SERVICE AND PHYSICAL ENVIRONMENT ON CUSTOMER SATISFACTION IN KWARA HOTEL, ILORIN, NIGERIA
dc.typeArticle
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