RESPONSIVENESS AS A TOOL FOR CUSTOMERS SATISFACTION IN OGBA ZOO IN EDO-STATE.
Abstract
This study examines responsiveness as a tool for customer’s satisfaction in Ogba zoo in Edo state. The aim of the study is to investigate the relationship between responsiveness and customer satisfaction. Survey research was adopted in the study to examine the relationship between responsiveness and customer satisfaction. The target population of the study were tourists visiting Ogba zoo between 2019-2022. A total population of 380,000 presenting the number of visitors at Ogba from 2019 to 2022 was used for this study. The sample size (328) was determine using Krejcie and Morgan's formula. Primary data were obtained using questionnaires administered to the target population of tourists visiting ogba zoo, Edo state. The study found that prompt response to customer needs had a significant impact on their level of satisfaction. Therefore, it was recommended that management of tourism industries should respond promptly to the needs of customers as quickly as possible.
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