THE ROLE OF CUSTOMERS FEEDBACK IN IMPROVING SERVICE QUALITY IN NIGERIA HOTELS AT JBROWNSON HOTEL, RIVERVIEW HOTELS AND WINNERS HOTEL IDAH.

This study is the Role of Customers Feedback in Improving Service Quality in Nigeria Hotels At Jbrownson Hotel, Riverview Hotels And Winners Hotel Idah.. The descriptive survey research design was adopted and a sample size of 300 (three hundred) was gotten using Taro Yamani formula out of the population of a total of (300) staff. 300 questionnaires were administered to the respondents and 279 was returned, which was used for the data. The data for the study was gathered with a five point likert scale questionnaire. Analyses were made so that effective conclusion can be drawn. From the study, it was indicated that training and development increases the employee competence. The findings show that the hotel assigns adequate time to resolve customers complaint/feedback, employees of the hotel are never too busy to resolve customer‘s feedback, effective hotel response to your complaints retain you as the hotel customer, customer feedback can help hotels in redesigning their services production, customer’s feedback has influence on quality service in hotel industry, customer feedback has significant impact on the patronage of hotels. The study recommended that in order to raise opinions of the quality of the services provided, it is imperative to prioritize efficient complaint management by quickly attending to and resolving client concerns, Good client recommendations can be amplified through loyalty programs or rewards, which help to foster a good sense of service quality