KOGI STATE

Faculty of Management Sciences

Journal of MANAGEMENT

ISSN: 3212 - 3122

Beatrice Orieoma Obasiabara, PhD.; Chukwuma Aniuga, PhD.; & Amaka Nwakego Okolo, PhD.

Abstract

This study examined the effect of service quality reliability on consumer satisfaction of eatery centres in the south east, Nigeria. The objective was to examine the impact of reliability on consumer satisfaction of eatery centres in the South East, Nigeria. This study adopted the descriptive survey design. Out of 365 respondents that participated in the survey, only 295 copies of questionnaire were valid for final analysis. The questionnaire was designed in 5-point Likert Scale and validated. The research hypotheses were analyzed using simple linear regression with the aid of Statistical Package for Social Science (SPSS). From the finding, it was depicted that reliability, dimension of service quality has positive influence at 1% level of significance on customer satisfaction. Based on the result of this study, it was recommended that service providers of eateries in the southeast, Nigeria should always improve on the reliability dimension of service quality since it has shown that it leads to an increase in the consumers’ satisfaction. The marketing implication of this finding is that customers are satisfied with timely response to orders as well as the service providers’ ability to portray a feeling of consistency with the services rendered.

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Keywords

Reliability, Consumer Satisfaction, Eatery Centres, South East, Nigeria

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