Expectation and Perception of Visitors towards Hospitality Services in Some Selected Parks in Nigeria


Authors : Abubakar Nigharuwe; Adebisi I. Adeyemo; Folusade C. Arowosafe

Volume/Issue : Volume 6 - 2021, Issue 4 - April

Google Scholar : http://bitly.ws/9nMw

Scribd : https://bit.ly/3y2C2tb

This study thus aimed to assess visitors’ expectation and perception towards hospitality services in Old Oyo and Okomu National Parks, Nigeria. Random sampling method was used to administer 512 copies of questionnaire to visitors of the national parks and data was analyzed descriptively and inferentially. Majority of the respondents were males at Old Oyo (68.5%) and Okomu (62.8%) national parks, 45.6% and 37.6% had HND/BSC at Old Oyo and Okomu National Parks respectively. Service expectation of visitors revealed “The service staff should perform the service right the first time” as the highest mean (4.27) at Old Oyo National Park lodge and “The staff should be willing to help visitors” as the highest mean (4.33) at Okomu National Park. Furthermore, perception of the visitors revealed that “The service staff are polite, honest, loyal, dedicated and respectful to visitors” had the highest mean (3.98) at Old Oyo National Park lodge while “If visitors has complaints, the staff show a sincere interest in solving the problem” had the highest mean (4.08) had the highest mean at Okomu National Park lodge. Finally, there is a significant difference in the visitors’ expectation of hospitality services at Old Oyo and Okomu National Park lodges (P=0.011). Therefore, destinations need to create strategies to meet up with expectations of visitors so that their satisfaction can be guaranteed at the sites

Keywords : Hospitality, Lodges, Expectation, Perception, Park, Service

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