Customers Perception of Service Quality in the Hospitality Industry in Nigeria

The study aims to analyze customers’ perception of service quality in the diverse hospitality industry in Nigeria. Participants will be asked questions about service factors they receive or provide at a hotel in Nigeria. The study poses no significant risks to participants and their data will be kept confidential.

[CUSTOMERS’ PERCEPTION OF SERVICE QUALITY IN THE HOSPITALITY
INDUSTRY IN NIGERIA]
PARTICPATION INFORMATION SHEET
You are being invited to take part in research on [RESEARCH SUBJECT]. [NAME], [POSITION] at
Coventry University is leading this research. Before you decide to take part it is important you understand
why the research is being conducted and what it will involve. Please take time to read the following
information carefully.
What is the purpose of the study?
The purpose of the study is to Analyse customers, implying traveller’s perception of service quality
at hospitality industry in Nigeria. The hospitality industry in Nigeria is diverse in nature and
includes various star rated hotels, homestays, resorts, restaurants, fast food chains, air travel and
various other tourism components. Service quality within this diversified hospitality industry in
Nigeria might be complex to understand. However, analysing the perception of service quality
from the point of view of customers includes the way they receive products, services,
responsiveness from these hospitality units.
Why have I been chosen to take part?
You are invited to participate in this study because you fit into the role of a participant and can provide
beneficial input regarding service quality present in hotels in Nigeria.
What are the benefits of taking part?
By sharing your experiences with us, you will be helping [NAME] and Coventry University to better
understand the key research focus of customers, implying traveller’s perception of service quality at
hospitality industry in Nigeria.
Are there any risks associated with taking part?
This study has been reviewed and approved through Coventry University’s formal research ethics
procedure. There are no significant risks associated with participation.
Do I have to take part?
No – it is entirely up to you. If you do decide to take part, please keep this Information Sheet and
complete the Informed Consent Form to show that you understand your rights in relation to the research,
and that you are happy to participate. Please note down your participant number (which is on the Consent

Form) and provide this to the lead researcher if you seek to withdraw from the study at a later date. You
are free to withdraw your information from the project data set at any time [DELETE AS
APPROPRIATE] until the data are destroyed on [ENTER DATE]/until the data are fully anonymised in
our records on [ENTER DATE]. You should note that your data may be used in the production of formal
research outputs (e.g. journal articles, conference papers, theses and reports) prior to this date and so you
are advised to contact the university at the earliest opportunity should you wish to withdraw from the
study. To withdraw, please contact the lead researcher (contact details are provided below). Please also
contact the Faculty Research Support Office (email [e-mail]; telephone
[phone]) so that your request can be dealt with promptly in the event of the lead researcher’s
absence. You do not need to give a reason. A decision to withdraw, or not to take part, will not affect you
in any way.
What will happen if I decide to take part?
You will be asked a number of questions regarding service factors that you receive or provide at a hotel in
Nigeria. The questionnaire will take place in a safe environment at a time that is convenient to you.
Ideally, we would like to audio record your responses (and will require your consent for this), so the
location should be in a fairly quiet area. The questionnaire should take around 1 week to complete.
Data Protection and Confidentiality
Your data will be processed in accordance with the Data Protection Act 1998 (up until 24th May 2018)
and the General Data Protection Regulation 2016 (GDPR) thereafter. All information collected about you
will be kept strictly confidential. Unless they are anonymised in our records, your data will be referred to
by a unique participant number rather than by name. If you consent to being audio recorded, all
recordings will be destroyed once they have been transcribed. Your data will only be viewed by the
researcher/research team. [IF THE DATA ARE TO BE SHARED WITH 3RD PARTIES YOU MUST
DECLARE THIS HERE AND NAME THE PARTIES CONCERNED. YOU MUST CONTACT IPU
BEFORE ANY PERSONAL DATA ARE SHARED WITH 3RD PARTIES]. All electronic data will be
stored on a password-protected computer file [STATE WHERE]. All paper records will be stored in a
locked filing cabinet [STATE WHERE]. Your consent information will be kept separately from your
responses in order to minimise risk in the event of a data breach. The lead researcher will take
responsibility for data destruction and all collected data will be destroyed on or before [ENTER DATE].
International Data Transfers [ONLY REQUIRED IF APPLICABLE]
Your data may/will [DELETE AS REQUIRED] be stored and processed in [STATE LOCATION]].
Please note countries outside of the European Economic Area may not offer the same level of data
privacy protection as in the UK. [NB: YOU MUST CONTACT IPU BEFORE YOU STORE OR
SHARE ANY PERSONAL DATA OUTSIDE THE EEA].
Data Protection Rights

Coventry University is a Data Controller for the information you provide. You have the right to access
information held about you. Your right of access can be exercised in accordance with the Data Protection
Act 1998 (up until 24th May 2018) and the General Data Protection Regulation thereafter. You also have
other rights including rights of correction, erasure, objection, and data portability. For more details,
including the right to lodge a complaint with the Information Commissioner’s Office, please visit
www.ico.org.uk. Questions, comments and requests about your personal data can also be sent to the
University Data Protection Officer - [e-mail]
What will happen with the results of this study?
The results of this study may be summarised in published articles, reports and presentations. Quotes or
key findings will always be made anonymous in any formal outputs unless we have your prior and
explicit written permission to attribute them to you by name.
Making a Complaint
If you are unhappy with any aspect of this research, please first contact the lead researcher, [NAME,
CONTACT DETAILS]. If you still have concerns and wish to make a formal complaint, please write to
[INSERT DETAILS OF SUPERVISOR, LINE MANAGER OR ASSOCIATE DEAN RESEARCH]:
[NAME]
[POSITION]
Coventry University
Coventry CV1 5FB
Email: [EMAIL]
In your letter please provide information about the research project, specify the name of the researcher
and detail the nature of your complaint.