Title Page
ABSTRACT
Contents
Chapter 1. Introduction 17
1.1. Introduction 17
1.2. Background of study 17
1.3. Significance of Study 19
1.4. Aim 19
1.5. Research objectives 20
1.6. Research questions 20
1.7. Scope of the study 20
1.8. Conceptual framework 20
1.9. Research Methodology 23
1.10. Organization of thesis 23
1.11. Definition of technical terms 23
1.12. Conclusion 24
Chapter 2. Literature Review 25
2.1. Introduction 25
2.2. The Nigerian hospitality industry 25
2.2.1. The Nigerian hotel industry history 25
2.2.2. The Nigerian hotel market 27
2.3. Service quality 27
2.3.1. Dimensions of service quality 28
2.3.2. Significance of service quality 29
2.3.3. Related Research on Service Quality 29
2.4. The Concept of Luxury 30
2.4.1. Meaning of luxury 30
2.4.2. Attributes of luxury 31
2.4.3. Significance of Luxury 32
2.4.4. Related research 33
2.5. Customer Satisfaction 34
2.5.1. Meaning of customer satisfaction 34
2.5.2. Determinants of Customer Satisfaction 34
2.5.3. Related research 35
2.5.4. Online reviews on luxury hotel customer satisfaction 36
2.6. Relationship between service quality and customer satisfaction 37
2.6.1. Customer loyalty, length of stay and retention 37
2.6.2. Handling customer complaint 38
2.7. The strategies used by luxury hotels in enhancing customer satisfaction 38
2.7.1. Adaptation to customers' choice 39
2.7.2. Customer retention 39
2.7.3. Earning consumer loyalty 39
2.7.4. Creating positive customers' experiences 39
2.7.5. Charging low fees 40
2.7.6. Rendering quality service 40
2.7.7. Innovativeness 40
2.7.8. Fidelity 40
2.7.9. Integrity 41
2.7.10. Allowing customer opinion 41
2.7.11. Conclusion 41
Chapter 3. Research Methodology 42
3.1. Introduction 42
3.2. Rationale for using an interpretivist paradigm utilizing qualitative research 42
3.3. Research philosophy 43
3.3.1. Ontology 43
3.3.2. Epistemology 44
3.3.3. Methodological assumptions 44
3.4. Sampling and sampling size 45
3.5. Data Collection 46
3.6. Data Analysis 47
3.7. Ethical Considerations 47
3.8. Pilot study 48
3.8.1. Before starting 48
3.8.2. Rationale for pilot study 48
3.8.3. Selecting potential respondents 48
3.8.4. Profile of the respondents 48
3.8.5. Data collection and analysis 48
3.8.6. Reflection on the pilot study 49
3.9. The main study 49
3.9.1. The respondents and sampling procedures 49
3.9.2. Data collection 52
3.9.3. Data Analysis 52
3.9.4. Limitations of Research 52
3.10. Conclusion 53
Chapter 4. Research Findings 54
4.1. Introduction 54
4.2. Perception on service quality 54
(ⅰ) Tangibility 55
(ⅱ) Reliability 56
(ⅲ) Responsiveness 56
(ⅳ) Confidence 57
(ⅴ) Communication 57
4.3. Perceptions on luxury 58
(ⅰ) Tangibility 58
(ⅱ) Reliability 58
(ⅲ) Responsiveness 59
(ⅳ) Confidence 59
(ⅴ) Commuiiication 59
4.4. Perceptions on customer satisfaction 60
(ⅰ) Tangibility 60
(ⅱ) ReliabiUty 60
(ⅲ) Responsivenes 61
(ⅳ) Confidence 61
(ⅴ) Communication 61
4.5. Conclusion 62
Chapter 5. Discussion and Conclusion 63
5.1. Introduction 63
5.2. Discussion of the findings 63
5.2.1. Perception on service quality 63
5.2.2. Perception on luxury 65
5.2.3. Perceptions on customer satisfaction 66
5.3. Recommendations for further research 68
5.4. Implications of research 68
5.4.1. Theoretical implication 68
5.4.2. Practical implication 68
5.5. Conclusions 68
References 70
APPENDICES 87
APPENDIX 1. Research information sheet (Hotel Staff) 87
APPENDIX 2. Research information sheet (Hotel Guest) 89
APPENDIX 3. Participant Consent Form (Hotel Staff) 91
APPENDIX 4. Participant Consent Form (Hotel Guest) 93
APPENDIX 5. Interview Questions 95
APPENDIX 6. Audio Transcribed Interview (Pilot Study) 97
APPENDIX 7. Audio Transcribed Interview (Main Study) 103
Table 1. Profiles of the respondents who were the guests of the hotel 50
Table 2. Profiles of the respondents who were the staff members of the hotel 51
Figure 1. LQI model for service quality and customer satisfaction in hotel sector 22