AN ASSESSMENT OF GUESTS SATISFACTION OF SERVICE QUALITY IN THE HOTEL INDUSTRY

ABSTRACT: This study was carried out to examine the assessment of guests satisfaction of service quality in the hotel industry in Uyo Local Government, Akwa Ibom State. Specifically, the study examined the relationship of service quality and guest satisfaction in selected hotels in Uyo Local Government, Akwa Ibom State. The study employed the survey descriptive research design. A total of 80 responses were validated from the survey. The study adopted the three factor theory. From the responses obtained and analysed, the findings revealed that higher customer satisfaction, greater competitive advantage and profitability to the hotels concerned was the relationship of service quality and guest satisfaction. The study recommend service quality in hotels to be improved as this leads to customer retention, increase in customer base and higher customer satisfaction. More so, hotels should give priority to their guests, and work on the data received through personal suggestions, enquiry from guests and the use of questionnaire to work on its improvement.