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Customer Expectations and Loyalty of the Hotel Industry in Lagos, Nigeria

Sholarin, M. A. and Ogunnaike, O.O. (2013) Customer Expectations and Loyalty of the Hotel Industry in Lagos, Nigeria. BJMASS, 11 (2). pp. 72-88.

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The emergence of service economy is naturally the front liner for the emergence of services marketing. The unique features of services such as intangibility, inseparability and heterogeneity make the assessment of customer expectation very pertinent. However, regular delivery of quality services that will match the dynamic expectations of the customers remain an herculean task for every service provider. The objective of this study was therefore to examine the effect of customer expectation on customer loyalty in hotel industry. Descriptive statistics and regression analysis were employed for the test of the hypotheses. The findings revealed that customer expectation has significant effect on both customer satisfaction and customer loyalty. In addition, descriptive statistic revealed that augmented services such as baby sitter and internet reserving system are highly expected by customers. It was therefore recommended that relationship marketing practices should be adopted by the hotels management.

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Mrs Patricia Nwokealisi
Date Deposited: 18 Jan 2015 20:03
Last Modified: 21 Sep 2017 10:15

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