Effects of Total Quality Management on Customer Satisfaction in the Hospitality Industry: Empirical Evidence from Kaduna State, Nigeria.

Abstract

This study looked at how customer satisfaction in Kaduna metropolis was affected by total quality 
control. In this study, a survey research design was used. 384 copies of the questionnaire were 
distributed at random to hotel and restaurant customers in the Kaduna states. Stratified simple 
random sampling and convenience sampling are two of the multi-stage sampling techniques used 
in this study. A multiple regression model was used to analyze the respondents' data. The entire 
usable responses are coded and keyed-in to the Statistical Package for the Social Sciences (SPSS 
Version 23). The findings indicate that there is a positive correlation between customer satisfaction 
and all three predictors, namely service quality and leadership commitment. The study 
recommended that the management of the hotels and restaurants should genuinely care about 
resolving the of their customers and demonstrate a commitment to the new changes and plans for 
accommodating them. Additionally, the management of the hotels and restaurants should make 
sure that complaints from customers are appropriately documented and handled.