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
The Role of Hotel Staff in Enhancing Customer Retention in Three-Star Hotels in Port Harcourt (Published)
This study investigated the role of hotel staff in enhancing customer retention in three-star hotels in Port Harcourt, Nigeria. Specifically, it examined the influence of guest service roles and facility maintenance roles on returning customers’ patronage decisions. A descriptive survey design was adopted, involving 96 hotel staff and 99 returning customers selected through stratified random sampling. Data were collected using structured questionnaires and analyzed using descriptive statistics (mean and standard deviation) and inferential statistics (independent samples t-test). The study was anchored on the SERVQUAL model and the Expectancy-Disconfirmation Theory. Findings revealed that hotel staff performed highly across guest service indicators, with mean scores ranging from 3.86 to 4.05, while returning customers also reported satisfactory experiences with mean scores between 3.42 and 3.72. Similarly, staff reported high performance on maintenance roles (M = 3.98) while customers agreed positively (M = 3.51). Independent t-tests showed significant differences between staff and customer ratings on guest services (t(193) = 2.99, p = 0.003) and maintenance roles (t(193) = 3.29, p = 0.001), indicating that both guest service and maintenance practices significantly influence customer retention. The study concludes that staff conduct and operational competence remain critical levers for sustaining guest loyalty in three-star hotels.
Keywords: Customer retention, Port Harcourt, facility maintenance, guest service, hotel staff, three-star hotels