Author

Shonubi, Taiwo. A;¹ Yusuf, Oluwatoyin I.S (PhD)¹; Ogundana, Francis O.² & Osholonge, Adeyinka M. ¹

¹ Dept. of Hospitality Management Technology, Lagos State Polytechnic, Ikorodu – Lagos State.
² Dept. of Leisure and Tourism Management Technology, Lagos State Polytechnic, Ikorodu, Lagos State, Nigeria
Corresponding Author’s email: taiwoshonubi@gmai.com

Abstract

This study examines the effect of service approach on patronage in hotel restaurant. The objectives of this study are to determine the difference between Customers’ expectation and Perceived service quality for promoting hotels performance in Ikeja Metropolis; examine the effect of customers’ expectation on Performance of Restaurants in Ikeja Metropolis; and to ascertain the effect of Perceived service quality on Performance of Restaurants in Ikeja Metropolis. This study examines a cross-sectional and quantitative approach adopted to achieve the study objectives. Therefore, Regression Model was employed using quantitative data. Quantitative data analysis involved descriptive zero order correlations and Regression Modelling using SPSS version 25. This study revealed that there is difference between Customers’ expectation and Perceived service quality for promoting hotels performance in Ikeja Metropolis; customers’ expectation has significant effect on Performance of Restaurants in Ikeja Metropolis; and perceived service quality does not significantly enhance Performance of Restaurants in Ikeja Metropolis. Arisen from the findings of the study, this study recommended that Restaurants and Hotel management should ensure that they integrate both the Customers’ expectation and Perceived service quality to increase the number of hotel customers and as a result generate more profit for the hotel; and restaurants should ensure that they meet the demand of their customers by ensuring that quality services are being rendered to the customers.

Keywords: Service Approach, Patronage, Hotel Restaurant, Customers, Quality Services