Assessment of Customer Service Quality and Guest Satisfaction in Selected Three-Star Hotels in Lagos, South West Nigeria

This study assesses customer service quality and its influence on guest satisfaction in selected three-star hotels in Lagos, South West Nigeria. The hospitality industry in Nigeria has experienced notable growth in recent years, yet service quality gaps remain a recurring challenge, particularly among mid-tier hotel establishments. Using the SERVQUAL framework, the study evaluates five service dimensions including tangibility, reliability, responsiveness, assurance, and empathy as perceived by hotel guests. A descriptive survey research design is adopted, with structured questionnaires administered to 220 guests across five purposively selected hotels in Lagos Island and Victoria Island. Data are analysed using frequency tables, mean scores, and Pearson correlation. Findings reveal that guests rate assurance and tangibility highest, while responsiveness and reliability receive moderate scores. A significant positive relationship is established between overall service quality and guest satisfaction levels. The study recommends that hotel management invest in staff training programmes focused on communication skills and complaint handling. It further suggests adoption of real-time guest feedback systems to enable prompt service recovery. This research contributes to the body of knowledge on hospitality service delivery within the Nigerian context and offers practical guidance for hotel operators seeking to improve competitiveness in a growing urban market. Keywords: customer service, guest satisfaction, SERVQUAL, hotel quality, Lagos