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Permanent URI for this collectionhttps://repository.ui.edu.ng/handle/123456789/599
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Item Service quality and customer loyalty in hotels within Ibadan metropolis, Oyo State(2019) Apata, O. C.; Afolabi, T. D.; Ajayi, O. O.; Abimbola, A. F.; Adebayo, I. N.; Okhiria, A. O.The study assessed the effect of service quality on customers’ loyalty in hotels within Ibadan metropolis. Random and convenience sampling was used to sample 192 respondents from thirteen hotels in four local government areas within Ibadan metropolis. Data were analyzed using descriptive and inferential statistics. The findings revealed that there was an overall statistically significant correlation between service quality and overall loyalty (r = 0.439, p<0.01), word of mouth (r = 0.427, p< 0.01) and repeat patronage (r= 0.443, p< 0.01), there was no significant relationship between service quality and price insensitivity (r = 0.439, p>0.01). Overall expectation towards tangibility was at the agree level (4.18) while perception was ranked at the strongly agree level (4.24 )and (4.22), overall expectation towards reliability is at the agree level (4.06) and responsiveness was at the agree level (4.17), perception of responsiveness dimension was at the strongly agree level (4.26), overall expectation towards assurance was at the agree level (4.12), perception of assurance dimension was ranked at the agree level (4.19) and empathy dimension was ranked at the strongly agree level (4.29), while overall expectation towards empathy was at the agree level (4.27). There was significant relationship between service quality and customer loyalty.Item Assessment of service quality and restaurant attributes on customer satisfaction among restaurant users in Ibadan metropolis(2017) Apata, O. C.; Abimbola, A. F.; Oluyisola, O. O.Service quality is fundamental components which produce higher level of customer satisfaction, which in turn leads to increased repurchase intention. A significant amount of literature has emerged, which has increased our understanding of the difficulties associated with delivering service quality, however need for service managers with the tools they need to put quality control into action is important. In this study, perception of service quality and restaurant attributes and its impact on customer satisfaction were assessed among traditional restaurant users in Ibadan metropolis. A multistage sampling procedure was used to sample 126 respondents from four (4) Local Government Areas in Ibadan metropolis. Questionnaire was administered to collect data on respondents' socio-economic characteristics, perceived service quality of restaurants and satisfaction on restaurants. Data were analyses using descriptive (frequencies, percentages, means and ranks) and inferential (Chi-square, Pearson's Product Moment Correlation and Linear regression) sat p=0,05. Mean age of respondents was 29.11 years with majority being single (69.8%), male (58.7%), Yoruba (81.7%), students (33.3%), with mean income of N91186.51 and majority (94.4%) having tertiary education as their highest form of education. Perceived service quality was high. Overall satisfaction on restaurants was high 58.7%. Respondents ethnicity (X2-7.905), occupation (X2=12.750), age (r=0.295), income (r=0.226) were significantly related to customer satisfaction in restaurants. Also, perceived service quality (r=0.624) was significantly related to customer satisfaction in restaurants.