Analyzing Customer Perception in Nigerian Hospitality Sector

This project aims to analyze customer perception of service quality in Nigeria's diverse hospitality industry, encompassing hotels, restaurants, and tourism components. The research employs a qualitative approach to identify key service quality factors impacting customer satisfaction and loyalty. The project's outcome will determine relevant service quality factors and recommend strategies for hospitality units to address identified gaps. The research design involves a systematic collection and analysis of data, including the use of descriptive methodology. The study addresses ethical considerations, including DBS checks, confidentiality, and informed consent. Data collection methods include online surveys and interactions with employees and guests of hotels in Nigeria. The research will be conducted in English, Hausa, and Igbo, with translation assistance. The research also considers the cultural differences, security concerns and travel to Nigeria.

Questions and Answers
1. –
2. –
3. Customer perception of Service Quality at Hospitality Industry in Nigeria
4. With the booming hospitality industry within the country, it becomes integral that the
factors which affect it should be determined. Hospitality chains and units across Nigeria
can aim at designing products and services which enhances the perception of service such
that it can attract more tourists and business travellers.
6. Yes
7. Yes
Yes
Project Details
1. Purpose: The aim of this 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.
2. Outcome: The project will determine the relevant service quality factors that impact
customers perception at the hospitality industry. The project will include recommended
strategies such that the hospitality units is able to fill services to fill in the requisite gaps.

3. Research Design: Research is a method that systematically uses experimental methods as
experimental, almost experimental and not experimental. Research processes contain
techniques for collecting primary and secondary data on this topic. A systematic research
could be used to explore new knowledge of current knowledge. Behind the expert's list
and validation research on the site is a place in the field of research. It can be said that the
evaluation study described is a research method that helps improve uncertainty and
improve efficiency. The research method is one of the most important aspects of research
processes. The current survey looked at the hospitality industry in Nigeria to understand
the importance of training. The research philosophy helps to identify the background to a
particular research. Research philosophy believes in collecting, analyzing and using
results in relation to the results. The truth is believed to contain different philosophers of
research methods. Then the two epistemes are duplicated. This study examines the
philosophy of interpretivism. Research methods are of various types. A qualitative study
online study, a qualitative study for acquisition. The qualitative research method has
different methods that differ from one another but have similar characteristics. Similar
studies are called fieldwork and naturalistic research, retaining specific interpreters and
ethnographic research. The scope of this study was an interpretation method. In the
language of the interpreter, a qualitative research strategy is systematically and deeply
recorded in scientific studies.
4. Principal Methods: Principal methods that will be used for the study will include data
collection of qualitative nature and then its subsequent analysis. Once the data has been
collected then it will be analysed using descriptive methodology.
5. External Research Instrument: Yes
6. No
7. No
8. Yes
No
Yes
11. No
1 of 15 DBS formerly CRB

1. Yes – DBS checks is required in this study to safeguard vulnerable groups and ensure
that no participant with criminal records provides input for the study.
2 of 15 External Ethical Review
1. No
3 of 15 Confidentiality, security and retention of research data
1. No
2. No
3. No
4. No
5. No
6. Yes
4 of 15 Participant Information and Informed Consent
1. Yes
2. Yes
3. Yes
4. Yes
5. Yes
6. Yes
7. Yes

5 of 15 Risk of harm, potential harm and disclosure of harm
1. No
2. No
3. No
4. No
5. No
6. No
7. No
8. Yes
6 of 15 Payments to participants
1. Yes – Certificate of participation will be provided to candidates for participating in the
research
2. No
3. No
4. Yes
7 of 15 Capacity to give valid consent
1. a) No
b) No
c) No
d) No

e) No
2. No
3. No
8 of 15 Recruiting Participants
1. a) No
b) Yes – Employees from hotels of Nigeria will be recruited to participate in the study
c) No
d) Yes- Guests and tourists visiting the hotels will be recruited to take part in the study
e) No
f) No
g) No
9 of 15 Online and Internet Research
1. Yes- Employees and guests of hotels in Nigeria can also be contacted over social media
2. No
3. No
4. Yes - BoS will be used as the survey collection software
5. Yes – In my personal laptop using a password for security
The research will not be funded by external organization
10. Languages
1. In local language of Nigeria, Hausa and Igbo along with English

2. I will make use of online translator and then check the language of the text myself
3. My friend Yokuba Nahari
First translation will be done online and then manually be checked for accuracy
Attachment 10- Yes
Attachment 11- No
Attachment 12- No
Attachment 13 - No
Attachment 14 - Yes
Attachment 15 -Yes
14. Travel
1. Interacting with some people off the campus from Nigeria and meeting people in
Nigeria
2. Nigeria
5. Cultural difference, prevalence of Boko Haram and its activities, civil unrest, mass
migration