Service Quality and Financial Performance of Hotels

This book examines the effect of service quality on the financial performance of hotels in Kano metropolis, Nigeria. The main objective is to examine the effect of service quality dimensions (tangibility, reliability, responsiveness, confidence, and communication) on the financial performance of hotels in Kano. The study employed a survey research design on a sample of 348 hotel employees in Kano. Also, regression analysis using SPSS version 18 was used to analyze the data. The result showed that tangibility and communication have a significant effect on financial performance, while, reliability, responsiveness, and confidence have no significant effect. The study concluded that tangibility and communication of service were more significant in explaining the variability of the financial performance of hotels in Kano than reliability, responsiveness, and confidence. It was, therefore, recommended that while trying to revive other dimensions, emphasis should be placed more on the neatness of employees, the attractiveness of hotel rooms, hotel’s location, and hotel’s outdoor surroundings, to refine the weaker links in Tangibility for improved financial performance.