SERVICE QUALITY IN HOTELS: UNDERSTANDING CUSTOMERS' PERCEPTIONS FOR IMPROVED GUEST SATISFACTION

Abstract

The study aims to explore the perceptions of service quality among hotel customers in Abuja, Nigeria. Data was collected using a self-administered questionnaire. A total of 413 hotel customers from various hotels in Abuja participated in the study, through a convenient sampling.  Descriptive statistics and regression analysis were used with SPSS Version 24 to analyze the data. The findings revealed that hotel customers in Abuja place a high value on service quality, and their perceptions of service quality are influenced by various factors such as staff competence, responsiveness, reliability, empathy, and tangibles. The study also highlights the importance of addressing customer complaints and providing personalized services to enhance guest satisfaction. The study recommends that hotel managers in Abuja should prioritize service quality as a critical factor for improving guest satisfaction and, ultimately, the hotel's overall performance.