THE IMPACT OF CUSTOMER EXPECTATIONS ON SERVICE QUALITY
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THE IMPACT OF CUSTOMER EXPECTATIONS ON SERVICE QUALITY
This study aimed to explore the impact of customer expectations on service quality, focusing on objectives to assess how expectations influence service delivery, evaluate their effect on customer satisfaction, and determine their role in service improvement. A survey research design was justified for its ability to gather comprehensive data from a large sample, providing detailed insights. Using Taro Yamane’s formula, a sample size of 350 respondents was derived from the hospitality industry in Abuja. The reliability coefficient score for the survey was 0.88, indicating strong reliability. Findings indicated that meeting customer expectations is crucial for service quality and satisfaction. Recommendations include continuously monitoring customer expectations and training staff to meet and exceed these expectations to enhance service quality and customer satisfaction.
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