The Significant of Customer Satisfaction in Food Service Business:Case of Kogi Hotel Limited Lokoja,Nigeria

Abstract

This paper examines the significant of customer satisfaction in foodservice business using Kogi Hotel Limited, Lokoja as a case study. The paper reveal that there is still so much work to be done in terms of customer satisfaction; forming a cordial relationship with customers, who desire the greatest possible satisfaction from any good purchase. Descriptive research method was used for fact finding and gathering of data. Questionnaire were administered to the staff and regular customers of  KOGI HOTELS LIMITED, LOKOJA to determine the sample size, simple percentage method was use to analysed data collected. These were further simplified in to tables, charts and figures to aid understanding. Finding revealed that, Prompt efficient service and fair price product is a motivational factor in satisfying customer’s continuous patronage.    Recommendations such as staff training, motivation, innovations which becomes necessary as a result of market conditions  which is  never stable and unpredictable. Since customer behaviours changes with respect to taste, fashion and the state of the economic.

Keywords: Hospitality, Customer, Satisfaction, Motivation, Patronage and Services.