Hotel Industry In Nigeria Essay

1394 Words6 Pages

0.1) Introduction
The hotel industry is economically important in Nigeria, especially in Anambra state, where it provides substantial employment. There are more than one thousand hotels in Awka, on different categories. By observation one can argue that the rate at which new hotels are springing up in Anambra state is at increase and the rate at which they are winding up or stagnating is equally alarming. In a highly competitive industry, like hotels in Anambra state, it is essential that hotel managers should segment their market, target and position it. The manager should have a good understanding of the aspects of the business that are important to their customers in order to meet customer expectations with regard to the products and services offered.
Customer satisfaction or dissatisfaction is the result of interaction between the consumer’s pre-purchase expectations and post-purchase evaluation (Czepiel and Rosenberg 1997). Success in the hotel industry …show more content…

kuo, chan & Lin (2010) identified the four Dimensions of hotel attributes for customer satisfaction as follows: Customer supreme-both supporting facilities and explicit services, Employee attitudes, Facility accommodation-supporting facilities and Hospitable, and Empathetic services.
Wilkins, ( 2010) listed the seven hotel Dimension as follow; Stylish comfort, Added Extras, Room Quality, Quality food and Beverage, Quality staff, Personalization and Speedy Service. Choi and Chu (2001) identified the seven dimensions of Determinants of hotel guest satisfaction and repeat patronage in the Hong kong hotel industry as follows; Staff service Quality, Room quality, General Amenities, Business services, Value, Security, IDD

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