Assessment of Customer Satisfaction and Behavioural Intension at Interactive Engineering Consultant (IEC) Villa and Resort, Durumi Abuja-Nigeria
1Orga, D. Y. (Ph.D),2Tijjani, N.O. (Ph.D),3 Abdulkarim, Z.
1Department of Hospitality & Tourism Management, Federal University Wukari, Taraba State Nigeria
2,3 Department of Tourism and Event Management, Afe Babalola University, Ado-Ekiti, Ekiti State Nigeria
https://doi.org/10.47191/jefms/v5-i12-34ABSTRACT:
This study assessed the effect of service quality, price, physical design, environment, technology as well as other tangible and reliability-based factors as determinants of customers’ level of satisfaction and behavioral intention towards repeated patronage using Interactive Engineering Consultant (IEC) Villa and Resort, Durumi, Abuja-NIGERIA as a case study. A total of 100 copies of a survey questionnaire were administered to guests in December 2021. Out of which 75 copies of the questionnaire were retrieved. Data were analyzed using standard deviation, multiple regression and mean to provide acceptable answers to the researcher’s questions. The findings revealed that the tangible qualities paired with substantial levels of reliability of the IEC Villa and Resort are the most important variables considering the customer satisfaction and patronage. In the researcher’s study area, there should be an improvement in the price, service quality and physical design. The study generally recommends that the hotel should ensure to maintain the features, facilities and others that grasp the attention of guests to avoid a case of promise and fail further lead to customer dissatisfaction and reduced patronage. The findings will be significant to the management of IEC Villa and Resort, Durumi, Abuja and other hospitality inclined establishments.
KEYWORDS:
Patronage, Customer Satisfaction, Hotel, Abuja
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