A cursory appraisal of quality service delivery in medium scale hotels in developing cities: Focus on Ado-Ekiti, Nigeria

Abstract

There are no emblematic and fundamental criteria to assess quality services without consumers’ feedback to disclose whether the services rendered are equivalent to the payment. This study sought to assess the quality service delivery in selected hotels in Ado-Ekiti; and examine the measures to sustainably improve customer services in hospitality industry. The questionnaire used was scrupulously adopted by scholars in the fields of hospitality, tourism and marketing as a verifiable instrument for data acquisition along with direct observation. Equity theory was adopted to assess the level of customers’ satisfaction. The study population comprised the customers that have stayed for three or more days in the selected hotels and 510 copies of questionnaire were distributed for this research, but 450 copies were recovered, utilised and analysed using figures, percentage and tables. Secondary sources of data were also incorporated to authenticate the reliability of the findings. Findings revealed that the level of quality service delivery in these hotels is low in some aspects. The respondents recommended rebranding services, in-service training, staff remunerations, prioritisation of the customers, conducive facilities, regular market survey, security services and frequent evaluation of services to improve sustainable quality service delivery in the hospitality industry.