Exploring the Relationship Between Service Management and Customer Satisfaction: A Case Study of Western Sun Hotels, Osun State

The hospitality industry is highly service-driven, with service management playing a crucial role in shaping guest experiences and sustaining hotel competitiveness. In medium-scale hotels, particularly in Nigeria, challenges such as service inconsistencies, limited resources, and rising customer expectations necessitate effective management strategies. This study examined the relationship between service management practices and customer satisfaction at Western Sun Hotels, Osun State. The research problem stemmed from observed operational lapses, including delayed services and inconsistent quality, which could undermine guest satisfaction and loyalty. A descriptive research design was adopted, targeting both guests and hotel staff directly involved in service delivery. Using a multistage sampling technique, a total of 70 respondents (60 guests and 10 staff) participated. Data were collected through structured questionnaires covering demographic profiles, perceptions of service management, and satisfaction levels, with responses rated on a 4-point Likert scale. Descriptive statistics summarized respondent characteristics, while the Pearson Product-Moment Correlation tested the relationship between variables. Findings revealed a positive and statistically significant relationship between service management and customer satisfaction (r = 0.301, p = 0.011), indicating that improvements in service delivery, staff professionalism, and responsiveness lead to higher guest satisfaction. The results align with existing literature on the importance of service quality dimensions in enhancing customer experiences and loyalty. The study concludes that structured and customer-focused service management is essential for sustaining repeat patronage and competitive advantage in the Nigerian hospitality sector. It recommends continuous staff training, periodic service quality assessments, and personalized guest engagement strategies to strengthen satisfaction and loyalty.