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This study examined the effect of service tangibility on consumer satisfaction: empirical evidence among consumers from eatery centres in southeast, Nigeria. This study adopted the descriptive survey design. Out of 365 questionnaires administered, only 295 copies of questionnaire were valid for final analysis. The research hypothesis was analyzed using simple linear regression with the aid of SPSS. This study revealed that tangibility one of the dimensions of service quality has positive effect at 1% level of significance on consumer satisfaction. A response to research hypothesis above is that service tangibility plays a key role in determining consumer satisfaction. It is therefore, imperative for eatery owners to know the expectations and perceptions of their consumers before and after service. The finding of this research depicted that the consumer perceives tangibility to be one of most pertinent drivers of service quality dimensions and consumer satisfaction. Therefore, eatery owners should leverage on this dimension as a way of ensuring that their consumers get the satisfaction they expect in services offered to them. Based on the result of this study, it is recommended that service providers of eateries in the southeast, Nigeria should always emphasis more on tangibility and improve on this aspect of dimension of service quality, since it has shown that it leads to an increase in the consumers’ satisfaction. The implication of this finding is that consumers are satisfied with the things used in serving them as well as the service owners’ ability to portray a feeling of consistency with the services rendered.
Aniuga Chukwuma (PhD.)1, Okolo Amaka Nwakaego (PhD.)2 & Okonkwo Raphael Valentine (PhD.)3
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Effect of Service Tangibility on Consumer Satisfaction: Empirical Evidence among Consumers from Eatery Centres in Southeast, Nigeria
Aniuga Chukwuma (PhD.), Okolo Amaka Nwakaego (PhD.) & Okonkwo Raphael Valentine (PhD.)
Editorial
Published: 28 September 2024
8(2) 123 - 136.
Abstract
Affiliations
Department of Marketing, College of Management Sciences, Michael Okpara University of Agriculture, Umudike, Abia State1,2,3
Corresponding Author
Aniuga Chukwuma (PhD.)
Cite this article
Aniuga Chukwuma, Okolo Amaka Nwakaego & Okonkwo Raphael Valentine (2024). Effect of Service Tangibility on Consumer Satisfaction: Empirical Evidence among Consumers from Eatery Centres in Southeast, Nigeria. Otuoke Journal of Management Sciences, 8(2) 123 - 136.
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