Measuring Hotels Service Quality in Nigeria: A Case Study of Minna Township

Banki, Mohammed Bala; Ismail, Hairul Nizam; Danladi, Musa Haruna; Dalil, Musa

doi:10.1080/1528008x.2016.1099997

Cited by 9 publications

(5 citation statements)

References 50 publications

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“…Path 3 (purple color) represents the concept of service quality research by reviewing the recent academic discourse (Gyimthy, 2000;. Similarly, Path 4 (orange color) highlights knowledge management (Bouncken & Pyo, 2002), Path 5 (light blue) represents mystery shopping (Beck & Miao, 2003;Yaoyuneyong et al, 2018), Path 6 (red color) identifies hotel service quality (Banki et al, 2016;Davidson, 2003;Kuo et al, 2012;Narangajavana & Hu, 2008), Path 7 (pink color) focuses on the perceived service attributes important to hotel satisfaction (Shanka & Taylor, 2004), Path 8 signifies customer satisfaction and retention (Sim et al, 2006), Path 9 (brown color) highlights how of ecological consciousness affects decision-making process (Han et al, 2016), Path 10 (peach color) implies the influence of online information in the travel decision-making process and Path 11 (turquoise color) represents customer satisfaction and loyalty in the hotel sector (Luo & Qu, 2016;Ren et al, 2015).…”

Section: Historical Direct Citation Network Analysismentioning

confidence: 99%

Twenty Years of Journal of Quality Assurance in Hospitality & Tourism: A Bibliometric Assessment

Singh

Sibi

Sharma

et al. 2021

Journal of Quality Assurance in Hospitality & Tourism

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This study bibliometrically examines 406 documents published in the Journal of Quality Assurance in Hospitality & Tourism (JQAHT) from 2000 to 2019 to uncover the scientific development, intellectual and conceptual structure in JQAHT and to rank most productive countries, institutions, authors, keywords and influential articles. The innovative tool "bibliometrix" was used to conduct the bibliometric analysis. The main results were interpreted and discussed through three levels of analysis: descriptive, intellectual structure, and co-word analysis. The descriptive analysis presents principal information about the authors, countries, publications, citations and keywords. Both co-citation analysis and historiographic mapping are used for intellectual structure and co-word analysis to reveal the conceptual structure. Han H, the USA and Oklahoma State University are the most productive author, country and institution in JQAHT, respectively, with service quality and customer satisfaction are the most researched themes. The findings provide a guide to researchers and practitioners to comprehensively understand the developmental trajectory of JQAHT and its structural and hidden implications.

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Section: Historical Direct Citation Network Analysismentioning

confidence: 99%

Twenty Years of Journal of Quality Assurance in Hospitality & Tourism: A Bibliometric Assessment

Singh

Sibi

Sharma

et al. 2021

Journal of Quality Assurance in Hospitality & Tourism

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“…Satisfied customers repurchase the service, recommend and encourage others to use the service, develop positive word of mouth toward the service and the organization, pay less attention to competitive brands and advertising, are less sensitive to price and buy other services. Several hotels are struggling to upsurge market share by giving higherquality service in order to raise customers' satisfaction (Bala et al, 2016). Customers' satisfaction is upgraded through great help, which is generally viewed as a huge dependent in the hotels, providing food and the travel industry organizations.…”

Section: Introductionmentioning

confidence: 99%

An assessment of the impact of quality service on customers satisfaction and loyalty in selected hotels in Tamale Metropolis, Northern Region, Ghana

Sulemana¹,

Galyuoni²,

Cowther³

et al. 2023

Afr. J. Bus. Manage.

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This study was carried out to assess the impact of quality service on customers' satisfaction and loyalty in some hotels in Tamale Metropolis, Ghana. A total of three hundred structured questionnaires were distributed to native and international tourists for the study. A self-employed form of survey was used to gather information from the respondents using service quality model. All the three hundred respondents answered the questions. Data were analyzed by using SPSS version 20. The results show that dimensions of quality service such as empathy, reliability, responsiveness, assurance and tangibility significantly predict customers' loyalty. All the studies of quality service features were evaluated as influential determinants of customers' satisfaction, which leads to customer loyalty. It is also possible to conclude that customers' satisfaction is linked to both quality service and loyalty. The relationship between the variables was studied by applying Pearson-moment correlation analysis. The results indicate that a significant relationship exists between service quality attributes and customers' satisfaction/ loyalty. The study therefore recommended that, hoteliers in the hotel business should offer better services to their customers to gain competitive advantage. They should not however overlook the relevance of factors such as responsiveness, assurance, reliability, tangibles and empathy.

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“…Despite these overwhelming challenges, the hotels in Minna have been operating and contributing to the economic development of the town. They have contributed in providing facilities for accommodation, restaurant and catering services, recreation, entertainment, meetings, conferences, and employment opportunities for the people (Anunobi & Zubairu, 2015;Ayuba & Agah, 2018;Banki et al, 2016;UKEssays, 2018). The sustained growth of hotels is crucial for the economic development of Minna Metropolis (Anunobi & Zubairu, 2015;Banki et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

“…They have contributed in providing facilities for accommodation, restaurant and catering services, recreation, entertainment, meetings, conferences, and employment opportunities for the people (Anunobi & Zubairu, 2015;Ayuba & Agah, 2018;Banki et al, 2016;UKEssays, 2018). The sustained growth of hotels is crucial for the economic development of Minna Metropolis (Anunobi & Zubairu, 2015;Banki et al, 2016). Therefore, in view of their strategic contributions to the economic development of the town despite the myriad of challenges faced, it is deemed necessary to investigate and understand how the existing hotels in Minna are dealing with the challenges of EI deficit, how it is affecting their profitability and how the problems can be overcome.…”

Section: Introductionmentioning

confidence: 99%

Impact of Entrepreneurial Infrastructure on Profitability of Hotels in Minna, Nigeria.

Usman

Zubairu

Anyebe

et al. 2022

ijebd

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Purpose: This study aims to examine the impact of Entrepreneurial Infrastructure (EI) on profitability of Small and Medium Enterprises (SMEs), focusing on hotels in Minna, Nigeria. Methodology: Sequential Explanatory Mixed research method was adopted. Purposive Sampling Technique was used to obtain a sample size of 51 out of a population of 70 hotels in Minna for collection of quantitative data via questionnaires, while Simple Random Sampling Technique was used to select 10 interviewees for collection of qualitative data via interviews. Descriptive statistics was employed in analysing the quantitative data, while thematic analysis was used in analysing the qualitative data. Findings: Quantitative findings revealed that the available EI in Minna had a negative impact on the profitability of hotels, while qualitative findings also revealed that interviewees generally felt a poor impact of EI on the profitability of their hotels. Practical implications: These findings would be useful to potential and practicing entrepreneurs in the hotel industry, policy makers and the academic community. It is recommended that government at all levels should formulate policies that will address challenges of the deplorable condition of EI in Nigeria. Paper type: Research paper

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Measuring Hotels Service Quality in Nigeria: A Case Study of Minna Township

Cited by 9 publications

References 50 publications

Twenty Years of Journal of Quality Assurance in Hospitality & Tourism: A Bibliometric Assessment

Twenty Years of Journal of Quality Assurance in Hospitality & Tourism: A Bibliometric Assessment

An assessment of the impact of quality service on customers satisfaction and loyalty in selected hotels in Tamale Metropolis, Northern Region, Ghana

Impact of Entrepreneurial Infrastructure on Profitability of Hotels in Minna, Nigeria.

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