Service Quality Dimensions and Guest Satisfaction in the Hospitality Sector: An Empirical Analysis of Selected Hotels in Port Harcourt Metropolis (Published)
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