Comparative Study of Service Quality in Nigerian Restaurant and Transport Business Organisations

Abstract

A comparative study of customer perception of service delivery among 200 restaurant and 200 interstate transport sub-sector customers was done. The focus of the study was to determine customers' perception of service quality in the restaurant and transport industry with a view to ascertaining if there is significant difference between the two sub-sectors in terms of factors that cause customer dissatisfaction. The t-test and z-test were used to analyze the data collected from the customers through questionnaire. The findings revealed that customers of both service sub-sectors are fairly satisfied with a significant difference in their service offerings. The outcome of this study also indicated that the reasons for customer dissatisfaction are sub-sector specific and are related to the core business of the service organisation.