%0 Journal Article
%T The Development and Validation of Customer Satisfaction Questionnaire in the Nigerian Hospitality Industry
%A Abba D. Haruna
%A Damian D. Osa-Afiana
%J Open Access Library Journal
%V 9
%N 8
%P 1-11
%@ 2333-9721
%D 2022
%I Open Access Library
%R 10.4236/oalib.1108874
%X 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.
%K Customer Satisfaction Measurement
%K Psychometrics
%K Nigerian Hospitality Industry
%U http://www.oalib.com/paper/6775217