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Measuring hotels service quality in Nigeria: a case study of Minna Township

The hotel industry in Minna, Nigeria has experienced tremendous growth in numbers in recent times. Despite this growth, nothing seems to be known about the quality of services provided to customers by these hotels from the customers’ viewpoint. Thus, this study investigates the relationships between...

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Main Authors: Banki, Mohammed Bala, Ismail, Hairul Nizam, Danladi, Musa Haruna, Dalil, Musa
Format: Article
Published: Routledge 2016
Subjects:
HT101-395 Sociology, Urban
QE Geology
Online Access:http://eprints.utm.my/id/eprint/73984/
https://www.scopus.com/inward/record.uri?eid=2-s2.0-84957795150&doi=10.1080%2f1528008X.2016.1099997&partnerID=40&md5=1d6313b799c5f3ae7d95f339d3e113ff
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spelling my.utm.739842017-11-23T06:19:25Z http://eprints.utm.my/id/eprint/73984/ Measuring hotels service quality in Nigeria: a case study of Minna Township Banki, Mohammed Bala Ismail, Hairul Nizam Danladi, Musa Haruna Dalil, Musa HT101-395 Sociology, Urban QE Geology The hotel industry in Minna, Nigeria has experienced tremendous growth in numbers in recent times. Despite this growth, nothing seems to be known about the quality of services provided to customers by these hotels from the customers’ viewpoint. Thus, this study investigates the relationships between service quality, perceived value, customer satisfaction and behavioral intention in the hotel industry in the town of Minna, Nigeria. A structural equation modeling (SEM) approach was applied to test the proposed conceptual framework using data collected from 263 customers in eight 4-star hotels. The descriptive statistics result indicates that fairly appreciable quality services are rendered by the hotels and the structural model suggests that perceived value has a significant impact on the relationship between customer satisfaction and behavioral intention. The findings of this study provide implications for the operators of hotels in Minna to continue to improve services rendered so as to enhance customers’ satisfaction in order to gain their loyalty. Routledge 2016 Article PeerReviewed Banki, Mohammed Bala and Ismail, Hairul Nizam and Danladi, Musa Haruna and Dalil, Musa (2016) Measuring hotels service quality in Nigeria: a case study of Minna Township. Journal of Quality Assurance in Hospitality and Tourism, 17 (1). pp. 71-88. ISSN 1528-008X https://www.scopus.com/inward/record.uri?eid=2-s2.0-84957795150&doi=10.1080%2f1528008X.2016.1099997&partnerID=40&md5=1d6313b799c5f3ae7d95f339d3e113ff
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic HT101-395 Sociology, Urban
QE Geology
spellingShingle HT101-395 Sociology, Urban
QE Geology
Banki, Mohammed Bala
Ismail, Hairul Nizam
Danladi, Musa Haruna
Dalil, Musa
Measuring hotels service quality in Nigeria: a case study of Minna Township
description The hotel industry in Minna, Nigeria has experienced tremendous growth in numbers in recent times. Despite this growth, nothing seems to be known about the quality of services provided to customers by these hotels from the customers’ viewpoint. Thus, this study investigates the relationships between service quality, perceived value, customer satisfaction and behavioral intention in the hotel industry in the town of Minna, Nigeria. A structural equation modeling (SEM) approach was applied to test the proposed conceptual framework using data collected from 263 customers in eight 4-star hotels. The descriptive statistics result indicates that fairly appreciable quality services are rendered by the hotels and the structural model suggests that perceived value has a significant impact on the relationship between customer satisfaction and behavioral intention. The findings of this study provide implications for the operators of hotels in Minna to continue to improve services rendered so as to enhance customers’ satisfaction in order to gain their loyalty.
format Article
author Banki, Mohammed Bala
Ismail, Hairul Nizam
Danladi, Musa Haruna
Dalil, Musa
author_facet Banki, Mohammed Bala
Ismail, Hairul Nizam
Danladi, Musa Haruna
Dalil, Musa
author_sort Banki, Mohammed Bala
title Measuring hotels service quality in Nigeria: a case study of Minna Township
title_short Measuring hotels service quality in Nigeria: a case study of Minna Township
title_full Measuring hotels service quality in Nigeria: a case study of Minna Township
title_fullStr Measuring hotels service quality in Nigeria: a case study of Minna Township
title_full_unstemmed Measuring hotels service quality in Nigeria: a case study of Minna Township
title_sort measuring hotels service quality in nigeria: a case study of minna township
publisher Routledge
publishDate 2016
url http://eprints.utm.my/id/eprint/73984/
https://www.scopus.com/inward/record.uri?eid=2-s2.0-84957795150&doi=10.1080%2f1528008X.2016.1099997&partnerID=40&md5=1d6313b799c5f3ae7d95f339d3e113ff
_version_ 1643656797936943104
score 13.211869

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