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.
Background of the Study
Early childhood neglect represents a pervasive issue that significantly impacts a...
ABSTRACT
The purpose of this study was to determine the correlation of the factors affecting academic performance with t...
Background of the Study
Ethnic tensions remain a critical challenge to political stability and governance in Nigeria, a...
ABSTRACT
The study examined the perceived impact of corrupt practices on the personnel, facilities/ equipment, management of the sports a...
Background of the Study
Recruitment innovation has become a strategic imperative in the modern banking se...
This study focused on the strategic role of core competencies on competitive advantage as applied by CIC...
Background of the Study
Government agencies in Suleja LGA play a key role in providing public services and fostering local...
EXCERPT FROM THE STUDY
Micro, small, and medium firms, which are typically risk-appraised by lenders as the "lower...
Background of the Study
Non-pharmacological pain management strategies, such as relaxation techniques,...
Background of the Study
The digital media and entertainment industry has experienced significant growth...