Assessment of service quality on customer satisfaction in selected hotels in Abeokuta Metropolis, Ogun State, Nigeria

This study was carried out to assess service quality on customer satisfaction in some selected hotels in Abeokuta Metropolis. A total of one hundred and fifteen (115) structured questionnaires was distributed, out which ninety seven (97) respondents representing 84.3% completed and returned the questionnaire. The results showed that the socioeconomic characteristics of respondents involved in hotel patronage were 81.4% (male) and 18.6% (female) with 58.7% of the total respondents rated unsatisfactory with mean value of ‘2.68’, 52% of respondents rated service experienced unsatisfactory with mean value of ‘2.62’, 71.1% of respondents consented to the various solutions offered . The chi-square showed there was significant relationship (x2 =789.537a> x2 =9.488, p<0.05) between socio-economic characteristics of respondents and the level of their satisfaction with service qualities in the hotels. Also, there was significant relationship (x2 = 837.990a> x2=9.488, p<0.05) between the various service qualities and customer satisfaction. It was further confirmed that service quality delivery to customers was the major challenge of all the hotels in Abeokuta metropolis which is on how to deliver the service to customers in a way that will bring satisfaction to them. This study therefore recommended that hotels owners should constantly embark on staff training in ‘service quality delivery’ that will bring about customer satisfaction at all times.Keywords: Hotel industry, service quality, customer satisfactio

Perceived Values of the Potentials of Mountains and Hills for the Development of Tourism in Ekiti State Southwest Nigeria

: This study examined the perceived values of the potentials of mountains and hills for the development in Ekiti State. A multi-stage sampling technique was used to select 500 respondents from community residents and 384 visitors while questionnaires were used to collect data. Data were analyzed using frequency, percentages, and means, while inferential statistical tools such as t-test, Chi-square, correlation coefficient and regression were used to test the hypotheses. The results of the hypotheses showed that there was statistically significant difference between the way community residents and visitors perceived the values of mountains and hills tourism development in Ekiti State in terms of non-use value (t=5.06**, p<0.01), recreation value (t=6.63**, p<0.01), intrinsic value (t=8.68**, p<0.01), use value (t=2.77**, p<0.01). The implication of the study is that the development of mountains and hills tourism in these communities will create both positive and negative responses arising from their varied opinions which will help to shape the entire structure and its future growth and development. It was recommended that the government of Ekiti should partner with the interested individuals and private sectors to develop mountains and hills in Ekiti communities so as to give tourism a jolt to prominence. Keywords: Communities, Visitors, non-use, recreation, intrinsic, us