Mediating Effect of Service Quality on the Relationship between Employees Empowerment, and Customer Satisfaction in Hotel Industry

This study explore the mediating effect of service quality on the relationship between employee empowerment and customer satisfaction in hotel industry. To achieve this objective, questionnaire was used to collect data from 106 each of front office staff and customers of selected hotels in Benin City, Nigeria. Multiple regression analysis method was used for the analysis of the data collected. Result shows that service quality has indirect effect on the relationship between employee’s empowerment and customer satisfaction in hotel industry in Benin City. This implies that employee’s empowerment did not ordinarily translate to customer satisfaction in Hotel industry without offering of quality service. It was concluded that empowered front line staff triggers quality service delivery, and quality service offered to customers ensure their satisfaction. Furthermore, it was suggested that emphasis on the right service culture, and organisational structure that promote meaning, competence, self-determination, and impact should be encouraged among the front office staff in Hotel industry. This will ensure that quality service that could translate to customer satisfaction is delivered. Limitations in this study include that only the front office staff in hotel industry was focused, thus, did not consider other contact staff in other departments. Hotels in Benin City was investigated in the current study, the sample population could be extended to hotels in other local government areas and major towns in Edo State, hence, provides better information and results.