The document presents a case study on the effect of food quality, service, and physical environment on customer satisfaction at Kwara Hotel in Nigeria. It finds that most respondents were satisfied with the food quality, service, and physical environment at the hotel and that each of these variables influences customer satisfaction. However, there are still areas for improvement, such as strengthening staff training and incentives, to further increase guest satisfaction. The study contributes to understanding the relationship between these factors and customer satisfaction in hotels.

1. The Effectof food quality, service and physical environment on customer
satisfactionin a hospitality establishment
A case study of kwara, hotel, NIGERIA
By
M. O. FALABI
Kwara State University, Malete, Kwara State, Nigeria
O. S. FOLORUNSO
University of Ibadan, Ibadan, Oyo State, Nigeria
E. A. AKANDE
Ladoke Akintola University of Technology, Ogbomoso, Oyo State, Nigeria

2. TITLE PAGE
INTRODUCTION
PROBLEM OF THE STUDY
AIM AND OBJECTIVES
LITERATURE REVIEW
METHODOLOGY
RESULTS AND ANALYSIS
DISCUSSION OF FINDINGS
SUMMARY
CONCLUSION
RECOMMENDATIONS
*

3. *
*Customer satisfaction is a psychological concept that
involves the feeling of well-being and pleasure that
results from obtaining what one hopes for and expects
from an appealing product and/or service (WTO, 2015).
*According to Masco (2017), customers will relate their
dissatisfaction to eleven people, while a satisfied
customer will only communicate his satisfaction to three
people.
*The more satisfied the customers are, the most likely
they are to return or prolong their stay. Service quality is
a cornerstone for customer's loyalty

4. *
*The quality of the food, and services provided
has a great impact on customer satisfaction, so
does the physical environment i.e. the
premises where the services are offered.
*Not enough priority is given to the quality of the
food and service and even far less attention is paid
to the physical environment, and not enough
research work has been done on the combined
effects of these variables on customer satisfaction in
Nigerian hotels.

5. *
The aim of this study is to investigate the impact of food quality, service,
and physical environment on customer satisfaction in Kwara Hotel, Ilorin.
To determine the importance of food quality to customers.
To determine the influence of customer service in the effort to
satisfy customers.
To ascertain the roles of physical environment in customer
patronage and satisfaction.
To measure the extent to which food service establishment
implements standard operating procedure in the aspect of food
service.

6. *
Service Quality
*-Reliability
*-Responsiveness
*-Competence
*-Access
*-Courtesy
*-Communication
*-Credibility
*-Security
*-Understanding
the customer
*-Tangibles
Attributes of Food Quality
 Presentation.
 Variety of menu.
 Healthy options.
 Taste.
 Freshness.
 Temperature.
Components of Food Quality
 Legislative needs,
 Food safety,
 Other properties,
 Convenience,
 Natural and pure consistency,
 Consistency,
 Organoleptic properties (aroma,
texture, appearance, sound).
 and nutritional value.
-The External Physical Environment.
-The Internal Physical Environment.
Physical
environment

7. *
• Survey method was used to find, describe, and interpret the
variables necessary for determining the significance of
transportation system in tourism industry
Research
Design
• The study population of this work include thestaff and
management ofKwaraHotel and the online reviewer of the same
hotel viaTripAdvisor.
Study
Population
• A representative number of respondents were selected
amongthe online reviewer ofKwaraHotel and the staff of the
hotel are randomly sampled to give a fair representation.
Sample and
Sampling
Procedure
•Primary Data and Secondary Data
Data Collection
Methods
Data Collection Instrument
•Statistical Packages of Social Science (SPSS). Also, descriptive statistics
was used to compute the mean perception of respondents as well as
express results in simple percentages and frequency, standard
deviation for characteristics and data dispersal.
Method of
Data
Analysis
Questionnaire
& online review

8. *
The Age Distribution of the Sampled
customer
0%
10%
20%
30%
40%
50%
60%
70%
80%
Male Female
70%
30%
Gender Distribution
The Gender Distribution of the Sampled
customer

9. *
Senior
School
Certificat
e
10%
Diploma
50%
Bachelor'
s Degree
40%
Educational Qualification
Married
42%
Single
11%
Separated
5%
Not
indicated
42%
Marital Status

10. *
s/n
Services
Statistics
Strongly
agree Agree
Fairly
agree Disagreed Total
1 The quality of the service is good n 8 10 2 0 20
% 40 50 10 0.0 100
2 The quality of the food is good n 6 12 2 0 20
% 30.0 60.0 10.0 0.0 100.0
3 There are many varieties on the
menu
n
10 8 2 0 20
% 50.0 40.0 10.0 0.0 100.0
4 The physical environment is good n 10 10 0 0 20
% 50.0 50.0 0.0 0.0 100.0
5 The location is good n 12 8 0 0 20
% 60.0 40.0 0.0 0.0 100.0
6 The staff are welcoming n 10 10 0 0 20
% 50.0 50.0 0.0 0.0 100.0
7 The décor is tasteful n 4 12 2 2 20
% 20.0 60.0 10.0 10.0 100.0
8 The facilities are good n 4 12 4 0 20
% 20.0 60.0 20.0 0.0 100.0
9 The rooms are comfortable N 6 8 2 4 20
% 30.0 40.0 10.0 20.0 100.0
10 The bathrooms are good and clean N 4 12 2 2 20
% 20.0 60.0 10.0 10.0 100.0
11 The security system is good N 10 8 2 0 20
% 50.0 40.0 10.0 0.0 100.0
Participants’ Perception about Service Provision in Kwara Hotel

11. s/n
Services Statistics
Very
satisfied Satisfied
Fairly
satisfied
Not
satisfied Total
1 Howsatisfiedareyouwiththe
hoteland
n
8 8 2 2 20
itsservices % 40.0 40.0 10.0 10.0 100.0
2 Howsatisfiedareyouwiththe
food
n
10 8 2 20
servedinthehotelrestaurant % 50.0 40.0 10.0 100.0
*
Customers’ Satisfaction with Service
Delivery Customers Highest Area of Service Satisfaction

12. *
Suggested Area of Service Improvement

13. 0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Very often Often Seldom
50%
30%
20%
Frequency of Compliments on
Service Delivery
Frequency of Compliments on service Delivery
*
Test of staff Perception and Satisfaction with Service Provision at Kwara Hotel
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Very
important
Important Fairly
important
Not important
90%
10%
0% 0%
Level of Importance of Customer
Satisfaction
Showing Level of Importance of Customer Satisfaction

14. S/N Areas of hospitality management
reviewed by the customers Good Bad Fair
No
comment Total
1 Hygiene facilities such as 20 13 1 53 87
bathrooms, toilets, etc. 23% 14.9% 1.1% 60.9% 100.0
2 Food quality and Varieties 30 7 2 48 87
34.5% 8.0% 2.3% 55.2% 100.0
3 Location of the hotel 15 1 0 71 87
17.2% 1.1% 0.0% 81.6% 100.0
4 Hotel security 16 4 0 67 87
18.4% 4.6 0.0% 77.0% 100.0
5 Recreational facilities such as 31 0 0 56 87
swimming pool, sporting complex 35.6% 0.0% 0.0% 64.4% 100.0
6 Accommodation (Neatness, air 27 15 1 44 87
Conditioning, furniture, etc.) 31.0% 17.2% 1.1% 50.6% 100.0
7 Electricity supply 0 4 0 83 87
0.0% 4.6% 0.0% 95.4% 100.0
8 Staff responsiveness and
professionalism
32 14 0 41 87
36.8% 16.1% 0.0% 47.1% 100.0
9 Internet facility and access 10 13 3 61 87
11.5% 14.9% 3.4% 70.1% 100.0
10 Physical environment 20 2 1 64 87
23.0% 2.3% 1.1% 73.6% 100.0
11 Prices of services 2 18 1 66 87
2.3% 20.7% 1.1% 75.9% 100.0
12 General service delivery 11 3 1 72 87
12.6% 3.4% 1.1% 82.8% 100.0
13 Restaurants and bars 22 2 63 0 87
25.3% 2.3% 72.4% 0.0% 100.0
Customers’ Online Reviews of Hospitality Management in Kwara Hotel
*

15. *
This study makes significant contributions towards understanding the
relationship between food quality, service, physical environment and customer
satisfaction in the hotel.
In terms of quality, the study shows that the taste and variety of meals is part
of how food quality is perceived by customers.
In terms of physical environment, all the customers agreed that the hotel is
situated in a good location; hence it is a quality of the physical environment
that influences the satisfaction of customers.
The staff respondents were also able to suggest areas in which the hotel can further
strengthen the workforce of the hotel which will in turn contribute to customer satisfaction
e.g. staff recruitment, training and incentives which include adequate health care.

16. *
The study shows that the level of customer satisfaction with food quality,
service and physical environment varies from one customer to another, 50%
of the customers derived maximum satisfaction from all the variables
combined, 20% were majorly satisfied with the food, while the remaining
30% got satisfied mostly because of the physical environment.
Most of the customers were pleased with the physical outlook of
the environment of the hotel. They reported it was spacious,
good looking, and impressive.
The study also found out that many of the customers’
expectations were met especially that of those who stayed at
the second wing
Some claimed to be disappointed with the services and
wrote that they will never re-visit or recommend the hotel
to others, but in general hotel’s service, the hotel was rated
high by most customers.

17. *
Majority of the respondents
were satisfied with the food
quality, service and physical
environment of Kwara Hotel
and that each of these
variables altogether has a
great influence on customer
satisfaction.
Also, it can be seen that there are
many areas in which the hotel can
still improve to bring satisfaction
or greater satisfaction to guests,
as the case may be.

18. *