Service management and guest satisfaction for the hotel industry in Abeokuta, Nigeria

Abstract

This study investigates the impact of service management on guest satisfaction in the hotel industry in five medium hotels in Abeokuta, Southwest Nigeria. A sample size of 154 was selected for the study, in which 102 usable responses were analyzed in inferential statistics for means and standard deviation. Pearson correlation, Analysis of Variance, and Ordinary List Squares were compared to measure relationships between variables through the formulated hypotheses for the study. Findings revealed a significant relationship between sufficient service management and guest satisfaction, while the relationship between guest goodwill and service management in the study area is not statistically significant. The study recommends the essentiality for the employer to provide adequate motivation to enhance workforce dedication to facilitate guest satisfaction.

Keywords

• employee motivation
• guest satisfaction
• hotel guest
• service management
• service quality