Download PDF
Authors
Onyeike, Iheanyi Samuel, Ph.D 1;
Echereobia, Nkiruka Justina, Ph.D 2;
Egbeh, Placid Chukwurah, Ph.D 3;
1, 2 & 3 Department of Marketing,
Federal Polytechnic Nekede, Owerri
1 +2348033427247, [email protected]
Abstract
Research Objective: Service quality is an assessment of how well a delivered service matches the expectations of the client/customer. Sustainable development refers to the kind of development that meets the needs of the present without compromising the ability of the future generations to meet their own needs. This study examined the effect of three dimensions of service quality (Assurance, Tangibles and Reliability) on sustainable development in the hotel industry in Owerri Municipal area of Imo State.
Methodology: Three research questions and three hypotheses were formulated in the study. Related literature was revealed on select dimensions of service quality and sustainable development. The study adopted the descriptive research design. A self-administered questionnaire was used to collect primary data from 100 customers of Pinewood hotel, Owerri. The research instrument was found to be valid. The researchers used a convenient sampling technique. Data were analyzed using SPSS and Multiple linear regression analysis.
Findings: The findings from multiple linear regression analysis showed a significant and positive relationship between the three dimensions of service quality and sustainable development in Pinewood hotel Limited Owerri.
Recommendations: The researchers recommended that players in the hotel industry should strive to improve on their overall service quality delivery that would lead to environmental , social and economic stewardship
Key words: Service quality, Service expectations, Service perceptions, Sustainable development.
References
Aaker, D.A &Jacobson, R. (1994), The financial information content of perceived quality Journal of Marketing Research, 31 . (2), 191-201.
Ajomiwe,E.C(2013), The effect of service quality on sustainable development in the tourism industry in Abia State, Unpublished Msc thesis, University of Uyo
Cronin, J. J. & Taylor, S. A. (1992).Measuring Service Quality: A Reexamination and Extension. Journal of Marketing,56 (3),. 55-67.
Dutta, K. & Dutta, A. (2009). Customer Expectations and Perceptions across the Indian Banking Industry and the Resultant Financial Implications. Journal of Services Research, 9 (1), 31-49.
Elangovan, R., & Sabitha, K. (2011). Customers; A Study with Reference to Puducherry Territory. International Journal of Management and Technology,2(2), 60-63.
Ofir, C. & Simonson, I. (2001), In search of negative customer feedback: the effect of expecting to evaluate on satisfaction evaluations, Journal of Marketing Research, 38(1) 170-82
Onuoha.J.K(2011). Marketing Management; A realistic Approach; Cape Publishers Limited
Parasuraman, A., Zeithaml, V.A.& Berry, L.L. (1985). A Conceptualization Model of Service Quality and Its Implication of Future Research, Journal of Retail and Consumer Services, 12(2)373-383.
Parasuraman, A., Zeithaml, V. A. & Berry, L.L. (1988).A Multiple item for Measuring Customers Perception of Service quality; Journal of Retailing, (64) 12-40
Parasuraman, A., Zeithaml, V. A. & Berry., L.L. (1991). Refinement and Reassessment of the SERVPERF Scale. Journal of Retailing,67(4),pp. 420-450.
Ukwuoma, M. C. (2008). Service quality perceptions and customer satisfaction in restaurants in Port Harcourt City; Evaluating the role of environmental factors; Unpublished M.sc Thesis, University of Port Harcourt.