March 2015

Service delivery and customer satisfaction in hospitality industry: A study of the Divine Fountain Hotels Limited, Lagos, Nigeria

This paper investigates the relationship between service delivery and customer satisfaction at the Divine Fountain Hotels Limited in Lagos Nigeria. The study made use of questionnaires and key informant interview method to gather relevant data for the study. Convenience sampling method was used to select 400 respondents which comprise 50 males and 50 females from each of the four branches of the hotel. A total of 100...

Author(s): Kukoyi Ibraheem Adesina and Iwuagwu Chinonso