This study investigated the impact of service quality dimensions on guest satisfaction in selected hotels within Port Harcourt metropolis, Rivers State, Nigeria. Utilizing a descriptive survey research design, data were obtained from 200 respondents (100 hotel staff and 100 hotel guests) drawn from 20 hotels across the metropolis. Data were gathered through a structured questionnaire titled ‘Problem Hindering Efficient Service Quality in Hospitality Establishments Questionnaire’ (PHESQHEPHMQ), validated by hospitality experts and tested for reliability using the test-retest method. Descriptive statistics including frequency, percentage, mean, and standard deviation were utilized for data analysis against a 2.50 criterion benchmark. Findings revealed that hotels provide quality core service offerings (grand mean = 3.11), with accommodation quality (mean = 3.34) and room service efficiency (mean = 3.14) recording the highest ratings. Cleanliness of facilities (mean = 3.58) and quick response to complaints (mean = 3.48) emerged as the primary drivers of guest satisfaction (grand mean = 3.35). The study concludes that service quality dimensions are vital determinants of guest contentment, recommending structured staff training and continuous service standardization.
Keywords: Port Harcourt, Service Quality, accommodation quality, guest satisfaction, hospitality management
