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Adebola, B.Y. and Banjo, K.A. (2017) Recruitment and Selection Procedures and Their Relative Effectiveness on Employees Performance in the Hospitality Industry in Ogun State. International Journal of the Guild Contemporary Academic Researchers, 2, 56-60.

has been cited by the following article:

• TITLE: The Development and Validation of Customer Satisfaction Questionnaire in the Nigerian Hospitality Industry

  AUTHORS: Abba D. Haruna, Damian D. Osa-Afiana

  KEYWORDS: Customer Satisfaction Measurement, Psychometrics, Nigerian Hospitality Industry

  JOURNAL NAME: Open Access Library Journal, Vol.9 No.8, August 2, 2022

  ABSTRACT: The utility of psychometrics in the Nigerian hospitality industry has been underwhelming. This study focuses on the development and validation of a Customer Satisfaction Questionnaire (CSQ) designed to measure Customer Satisfaction in the Nigerian hospitality industry. Furthermore, the induction of Customer Satisfaction as a quality management system ISO 9001:2000 and its role in improving organizational performance and predicting consumer behavior is the basis of this study that analyses the satisfaction responses of 244 customers/participants who were all adult aged 18 - 40 years. The research design was a survey design, and the duration of the study was 14 months. The findings revealed significant psychometric coefficients in the reliability and validity analysis of the Customer Satisfaction Questionnaire.