TITLE:
The Development and Validation of Customer Satisfaction Questionnaire in the Nigerian Hospitality Industry
AUTHORS:
Abba D. Haruna, Damian D. Osa-Afiana
KEYWORDS:
Customer Satisfaction Measurement, Psychometrics, Nigerian Hospitality Industry
JOURNAL NAME:
Open Access Library Journal,
Vol.9 No.8,
August
2,
2022
ABSTRACT: The utility of psychometrics in the Nigerian hospitality industry has been underwhelming. This study focuses on the development and validation of a Customer Satisfaction Questionnaire (CSQ) designed to measure Customer Satisfaction in the Nigerian hospitality industry. Furthermore, the induction of Customer Satisfaction as a quality management system ISO 9001:2000 and its role in improving organizational performance and predicting consumer behavior is the basis of this study that analyses the satisfaction responses of 244 customers/participants who were all adult aged 18 - 40 years. The research design was a survey design, and the duration of the study was 14 months. The findings revealed significant psychometric coefficients in the reliability and validity analysis of the Customer Satisfaction Questionnaire.