Service Quality and Customer Satisfaction of Hotels in Newi Business D

9 ABSTRACT The purpose of this study is to examine the influence of service quality on customer satisfaction of hotels in Nnewi business district, Anambra State. The specific objectives of the study are to: examine the influence of tangibility on customer satisfaction, ascertain the influence of reliability on customer satisfaction, determine the effect of responsiveness on customer satisfaction, ascertain the influence of confidence on customer satisfaction, and examine the influence of communication on customer satisfaction in hotels. This study adopted a survey design and primary data was collected purposively from 358 guests of the selected hotels. The findings revealed that: Tangibility dimension has a significant relationship with customer satisfaction in hotels in Nnewi Business District, Anambra State with a correlation coefficient of (r = 0.740) and a significant value of 0.000 (p< 0.01); Reliability dimension has a significant relationship with customer satisfaction in hotels in Nnewi Business District, Anambra State with a correlation coefficient of (r = 0.733) and a significant value of 0.000 (p< 0.01); Responsiveness dimension has a significant relationship with customer satisfaction in hotels in Nnewi Business District, Anambra State with a correlation coefficient of (r = 0.752) and a significant value of 0.000 (p< 0.01); Confidence dimension has a significant relationship with customer satisfaction in hotels in Nnewi Business District, Anambra State with a correlation coefficient of (r = 0.726) and a significant value of 0.000 (p< 0.01); Communication dimension has a significant relationship with customer satisfaction in hotels in Nnewi Business District, Anambra State with a correlation coefficient of (r = 0.718) and a significant value of 0.000 (p< 0.01). The study recommended that: Hotels in Nnewi Business District should do more in the tangibility dimension of service quality by making sure that the front desk is visually appealing, the employees have clean, neat uniforms, the outdoor surroundings are visually attractive, the hotel’s interior and exterior are well maintained, hotels in Nnewi Business District should do more in the reliability dimension of service quality in the area of reservation handling, getting the rooms ready and making sure that facilities are in good conditions always, hotels in Nnewi Business District should do more in the responsiveness dimension of service quality such as employees responding promptly to customers’ request, employees willing to answer questions, and responding quickly to solve guests’ problems, Hotels in Nnewi Business District should do more in the confidence dimension of service quality by making sure that employees know about local places of interest to the guests, employees treat guests with respect and polite when answering my questions, Hotels in Nnewi Business District should do more in the communication dimension of service quality by making sure that front desk staff give undivided attention to the guests, provide clear explanations regarding charges, and have the ability to anticipate customers’ needs. The study contributes to the literature on satisfaction of guests by applying LODGQUAL in examining hotels service quality and customer satisfaction of hotels in Nnewi Business District, Anambra State. Keywords: Service Quality; Customer Satisfaction; Nnewi Business District, Anambra.