Abstract

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 questionnaires were administered in each branch of the hotel, thereby summing up 400 questionnaires in all the four branches of the hotel. The questionnaire was administered to every “third” guest that lodged at each of the branches of the hotel during their check-out time for a period of two weeks. Data collected were analyzed using frequency counts, percentage and chart. Findings reveal that the hotel offers a variety of customer centric services which are satisfactory to their customers and this has helped the hotel retain loyal customers over significant period of time. The study concludes that, the two variables (service delivery and customer satisfaction) examined are significantly related and could predict the growth, improve the quality of services offered, increase the patronage and consequently the revenue generated at Divine Fountain Hotels, Lagos.

Key words: Service delivery, customer satisfaction, hotel industry.