{"id":22436,"date":"2025-08-07T19:31:48","date_gmt":"2025-08-07T19:31:48","guid":{"rendered":"https:\/\/journals.amssr.org\/grjbm\/?p=22436"},"modified":"2025-08-19T19:41:22","modified_gmt":"2025-08-19T19:41:22","slug":"service-quality-and-sustainable-development-in-the-hotel-industry-in-owerri-municipal-area-of-imo-state-a-study-of-pinewood-hotel-limited","status":"publish","type":"post","link":"https:\/\/journals.amssr.org\/grjbm\/2025\/08\/07\/service-quality-and-sustainable-development-in-the-hotel-industry-in-owerri-municipal-area-of-imo-state-a-study-of-pinewood-hotel-limited\/","title":{"rendered":"Service Quality and Sustainable Development in the Hotel Industry in Owerri Municipal Area of Imo State: A Study of Pinewood Hotel Limited"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Download PDF<\/h2>\n\n\n\n<div data-wp-interactive=\"core\/file\" class=\"wp-block-file\"><object data-wp-bind--hidden=\"!state.hasPdfPreview\" hidden class=\"wp-block-file__embed\" data=\"https:\/\/journals.amssr.org\/grjbm\/wp-content\/uploads\/sites\/3\/2025\/08\/Service-Quality-and-Sustainable-Development-in-the-Hotel-Industry-in-Owerri-Municipal-Area-of-Imo-State_-A-Study-of-Pinewood-Hotel-Limited-GRJBM-AMSSRN.docx-1.pdf\" type=\"application\/pdf\" style=\"width:100%;height:600px\" aria-label=\"Embed of Service Quality and Sustainable Development in the Hotel Industry in Owerri Municipal Area of Imo State_ A Study of Pinewood Hotel Limited GRJBM AMSSRN.docx (1).\"><\/object><a id=\"wp-block-file--media-c18eb1e5-1714-455c-a7d7-ffffd7e2921d\" href=\"https:\/\/journals.amssr.org\/grjbm\/wp-content\/uploads\/sites\/3\/2025\/08\/Service-Quality-and-Sustainable-Development-in-the-Hotel-Industry-in-Owerri-Municipal-Area-of-Imo-State_-A-Study-of-Pinewood-Hotel-Limited-GRJBM-AMSSRN.docx-1.pdf\">Service Quality and Sustainable Development in the Hotel Industry in Owerri Municipal Area of Imo State_ A Study of Pinewood Hotel Limited GRJBM AMSSRN.docx (1)<\/a><a href=\"https:\/\/journals.amssr.org\/grjbm\/wp-content\/uploads\/sites\/3\/2025\/08\/Service-Quality-and-Sustainable-Development-in-the-Hotel-Industry-in-Owerri-Municipal-Area-of-Imo-State_-A-Study-of-Pinewood-Hotel-Limited-GRJBM-AMSSRN.docx-1.pdf\" class=\"wp-block-file__button wp-element-button\" download aria-describedby=\"wp-block-file--media-c18eb1e5-1714-455c-a7d7-ffffd7e2921d\">Download<\/a><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Authors<\/h2>\n\n\n\n<p>Onyeike, Iheanyi Samuel, Ph.D<sup> 1<\/sup>; <\/p>\n\n\n\n<p>Echereobia, Nkiruka Justina, Ph.D <sup>2<\/sup>; <\/p>\n\n\n\n<p>Egbeh, Placid Chukwurah, Ph.D<sup> 3<\/sup>;<\/p>\n\n\n\n<p><em><sup>1, 2 &amp; 3 <\/sup><\/em><em>Department of Marketing,<\/em><\/p>\n\n\n\n<p><em>Federal Polytechnic Nekede, Owerri<\/em><\/p>\n\n\n\n<p><em><sup>1 <\/sup><\/em><em>+2348033427247, <\/em><a href=\"mailto:samuelonyeike@gmail.com\"><em>samuelonyeike@gmail.com<\/em><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Abstract<\/strong><\/h2>\n\n\n\n<p><strong>Research Objective: <\/strong>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&nbsp; needs of the present without&nbsp; compromising the ability of the future generations to meet their own needs. This study examined the&nbsp; effect of&nbsp; three dimensions of service quality (Assurance, Tangibles and Reliability) on&nbsp; sustainable development in the hotel industry in Owerri Municipal area of Imo State.<\/p>\n\n\n\n<p><strong>Methodology:<\/strong> Three research questions and three hypotheses were formulated in the study. Related literature was revealed on select dimensions of service quality and&nbsp; sustainable development. The study adopted the&nbsp; descriptive research design. A self-administered questionnaire was used to collect primary data from 100 customers of Pinewood&nbsp; 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.&nbsp;<\/p>\n\n\n\n<p><strong>Findings: <\/strong>The findings from multiple linear regression analysis showed a significant and positive relationship between&nbsp; the three dimensions of service quality and sustainable development in Pinewood hotel Limited Owerri.<\/p>\n\n\n\n<p><strong>Recommendations: <\/strong>The researchers recommended that players in the hotel industry&nbsp; should strive to&nbsp; improve on their overall&nbsp; service quality delivery&nbsp; that would lead to environmental , social and economic stewardship&nbsp;<\/p>\n\n\n\n<p><strong><em>Key words:<\/em><\/strong><em> Service quality, Service expectations, Service perceptions, Sustainable development.<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>References<\/strong><\/h2>\n\n\n\n<p>Aaker, D.A &amp;Jacobson, R. (1994), The financial information content of perceived quality<em> Journal of Marketing Research,<\/em>&nbsp;31 . (2),&nbsp; 191-201.&nbsp;<\/p>\n\n\n\n<p>Ajomiwe,E.C(2013),<em> The effect of service quality on sustainable development in the tourism industry in Abia State<\/em>, Unpublished Msc thesis, University of Uyo<\/p>\n\n\n\n<p>Cronin, J. J. &amp; Taylor, S. A. (1992).Measuring Service Quality: A Reexamination and Extension. <em>Journal of Marketing<\/em>,56 (3),. 55-67.<\/p>\n\n\n\n<p>Dutta, K. &amp; Dutta, A. (2009). Customer Expectations and Perceptions across the Indian Banking Industry and the Resultant Financial Implications.<em> Journal of Services Research,<\/em> 9 (1),&nbsp; 31-49.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<p>Elangovan, R., &amp; Sabitha, K. (2011). Customers; A Study with Reference to Puducherry Territory.<em> International<\/em> <em>Journal of <\/em><em><\/em><em>Management and Technology<\/em>,2(2), 60-63.&nbsp;<\/p>\n\n\n\n<p>Ofir, C. &amp; Simonson, I. (2001), In search of negative customer feedback: the effect of expecting to evaluate on satisfaction evaluations,<em> Journal of Marketing Research,<\/em> 38(1) 170-82&nbsp;<\/p>\n\n\n\n<p>Onuoha.J.K(2011).<em> Marketing Management; A realistic Approach; <\/em>Cape Publishers Limited<\/p>\n\n\n\n<p>Parasuraman, A., Zeithaml, V.A.&amp; Berry, L.L. (1985). A Conceptualization Model of Service Quality and Its Implication of Future Research, <em>Journal of Retail and Consumer Services<\/em>, 12(2)373-383.<\/p>\n\n\n\n<p>Parasuraman, A., Zeithaml, V. A. &amp; Berry, L.L. (1988).A Multiple item for Measuring Customers Perception of Service quality; <em>Journal of Retailing, <\/em>(64) 12-40<\/p>\n\n\n\n<p>Parasuraman, A., Zeithaml, V. A. &amp; Berry., L.L. (1991). Refinement and Reassessment of the SERVPERF Scale. <em>Journal of Retailing<\/em>,67(4),pp. 420-450.<\/p>\n\n\n\n<p>Ukwuoma, M. C. (2008). <em>Service quality perceptions and customer satisfaction in restaurants in Port Harcourt City<\/em>; <em>Evaluating the role of environmental factors;<\/em> Unpublished M.sc Thesis, University of Port Harcourt.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Download PDF Authors Onyeike, Iheanyi Samuel, Ph.D 1; Echereobia, Nkiruka Justina, Ph.D 2; Egbeh, Placid Chukwurah, Ph.D 3; 1, 2 &amp; 3 Department of Marketing, Federal Polytechnic Nekede, Owerri 1 +2348033427247, samuelonyeike@gmail.com 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&nbsp; needs of the present without&nbsp; compromising the ability of the future generations to meet their own needs. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":21662,"comment_status":"open","ping_status":"0","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19,219,220],"tags":[],"class_list":["post-22436","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-grjbm","category-volume-5","category-volume-5-issue-1"],"_links":{"self":[{"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/posts\/22436","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/comments?post=22436"}],"version-history":[{"count":2,"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/posts\/22436\/revisions"}],"predecessor-version":[{"id":22443,"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/posts\/22436\/revisions\/22443"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/media\/21662"}],"wp:attachment":[{"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/media?parent=22436"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/categories?post=22436"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/journals.amssr.org\/grjbm\/wp-json\/wp\/v2\/tags?post=22436"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}