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
Abstract :
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
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
