ASSESSMENT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN HOTELS IN CALABAR METROPOLIS, CROSS RIVER STATE
Abstract
This study was carried out to assess service quality on customer satisfaction
in some hotels in Calabar Metropolis. A total of one hundred and fifteen
(115) structured questionnaires was distributed. our which ninety seven (97)
respondents representing 84.3% completed and returned the questionnaire.
The results showed that the socioeconomic characteristics of respondents
involved in hotel patronage were 81.4% (male) and 18.6% (female) with
58.70% Of the total respondents rated unsatisfactory with mean value of
'2.68'. 52% of respondents rated service experienced unsatisfactory with
mean value of 2.62', 71.1% of respondents consented to the various
solutions offered The chi-square showed there was significant relationship
(x2 —789.537a> .e —9.488, p x2=9.488,
p
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