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

Abstract

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.