The effect of quality services on customer satisfaction - case study of Destiny Castle Hotel Department: Hospitality Management By: sammy1991 Project ID: 5700 Rating: (3.6) votes: 7Rate this project12345 Price:₦2000 Get the Complete MaterialAbstractThe objective of this study is to look into the effect of quality services on customer satisfaction in Destiny Castle hotel. As part of the hotel industry which is part of the vast hospitality industry the Destiny Castle hotel is responsible and hence should be able to know how their customers are satisfied, or how they can be satisfied, even more, this is to be able to avoid loses caused by them losing their guest. Therefore, this study intends to identify the influences of two determinants. These determinants in the study consist of service quality which is broken down into 5 parts which are tangibility, reliability, responsiveness, assurance and empathy. The second determinant is customer satisfaction. This study also involves the theory of Oliver (1981) who suggested the Expectancy- disconfirmation theory states that those customers from their satisfaction target product or services as a result of direct comparisons between their expectation and perception. Furthermore, 150 questionnaires were distributed in the hotel mostly the point of sale which included the restaurant the front office and even the guest rooms. For the data analysis, the sequel analysis was used to get the significant relationship between customer satisfaction and service quality. The test shows that there is a significant relationship between customer satisfaction and service quality. ...Preview Download Preview +Other Hospitality Management project topics and materials you might be interested in»The economic importance of hospitality industry to the nation»Importance of interpersonal relationship between restaurant and kitchen staff»Effect of economic depression on the marketing of hotel products»Roles of equipment availability on employee performance in the hotel industry»Production of assorted snacks from composite flour with special references to sweet potato»Utilization of rice for the production of snacks and bread»The effect of corona virus pandemic (covid - 19) on the profitability of hotels establishment»Examining the impact of online reservation system on the profitability of the hotel»Enriching Nigeria menu with the use of soya beans»The effectiveness of health insurance as a motivational tool in the hotel industry - case study of selected hotels in Ikorodu, Lagos»Critical examination of safety and security concern in hospitality industry - case study of Exclusive Mansion»Impact of marketing communication in promoting tourist destination - case study of Katsina metropolis»The causes of food poisoning - effect and their control»Evaluate the service delivery and customer satisfaction in hospitality industry»The effect of quality services on customer satisfaction - case study of Destiny Castle Hotel