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The effect of service quality dimension on customer satisfaction

 Department: Hospitality Management  
 By: usericon sammy1991  

 Project ID: 7628
   Rating:  (5.0) votes: 1
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   Price:₦4000
Abstract
Purpose: - This study focuses on the effect of the service quality dimension on customer satisfaction in the hotel industry in harmony Castle Hotel, Ikorodu, Lagos State, Nigeria. The study aims to analyze the relationship between empathy and customer satisfaction in a restaurant, to determine the relationship between reliability and customer satisfaction in the restaurant, to examine the positive relationship between responsiveness and customer satisfaction in the restaurant, to know whether there is any relationship between assurance and customer satisfaction in the restaurant, to identify the possible relationship between tangible and customer satisfaction in the restaurant and to ascertain the relationship between service quality and customer satisfaction in the restaurant. Methodology: - The study employed the survey method. A total of 50 respondents were selected which comprised employees in Harmony Castle Hotel, Ikorodu metropolis, who participated in the study. Simple percentage and frequency were used to analyze the demographic data of the respondents while, regression analysis was used to analyze the hypotheses using statistical package for social science (SPSS version 23). Findings: - The first hypothesis, empathy has not significantly predicted customer satisfaction. The second hypothesis, reliability has significantly predicted customer satisfaction. The third hypothesis, responsiveness has not significantly predicted customer satisfaction. The fourth hypothesis, assurance has not significantly predicted customer satisfaction. Finally, the fifth hypothesis, tangible has not significantly predicted customer satisfaction. ...
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