ABSTRACT

The purpose of this study is to determine the influence of service quality on customer satisfaction in hospitality operations. Service quality is an issue of great impact in any human oriented establishment which must be carried out in every establishment which yields the profitability of the firm. The following objectives guided the study to determine; the challenges of quality service delivery, the service quality attributes that customers look out for ,the perceptions of operators and staff towards service quality, the techniques for measuring customer satisfaction, the techniques for measuring service quality and the strategies for improving service quality in hospitality operations. The winding up of the hotel was statement of the problem The instrument for the collection of data was through the use of questionnaire. The researcher distributed three hundred and sixty three (363) copies of questionnaires to the respondents. The data collected were analyzed by the use of descriptive statistics such as mean and Table frequency. From the findings, it revealed that most of the hotels do not organize training program targeted at improving service. It was also discovered that staff of the hotels establishment are not satisfied with the work situation as the staff are not well paid which has a great effect on the satisfaction of customer. The Research also revealed that one, major way of measuring customer satisfaction is Face-Face-suggestion. To address this problem, recommendation were given and the Management as well as the owner of these hotels should ensure that they treat their staff exactly as they would want them to treat their customers because a loyal and satisfied staff is the key to organizational effectiveness in quality service delivery and the more positive the customer's experience, the more likely he or she is willing to reuse the service.