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The Development and Validation of Customer Satisfaction Questionnaire in the Nigerian Hospitality Industry

DOI: 10.4236/oalib.1108874, PP. 1-11

Subject Areas: Psychology

Keywords: Customer Satisfaction Measurement, Psychometrics, Nigerian Hospitality Industry

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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.

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Haruna, A. D. and Osa-Afiana, D. D. (2022). The Development and Validation of Customer Satisfaction Questionnaire in the Nigerian Hospitality Industry. Open Access Library Journal, 9, e8874. doi: http://dx.doi.org/10.4236/oalib.1108874.

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