Service Quality and Customer Satisfaction in Selected Food Outlets, Lagos State, Nigeria

Most customers expect value for their money in the form of quality products and services. The study examines the relationship between quality products or services and customer satisfaction in selected food outlets in the Ikeja Local Government Area of Lagos State, Nigeria. The research design is the descriptive survey and data gathered through a well-structured questionnaire. The sample for the study consists of 120 literate individuals who are customers of selected food outlets in the Ikeja Local Government Area of Lagos, drawn through the simple random technique. The questionnaire was the main instrument for data collection, measured on a 5-point Likert Scale. Data collected were analysed using the descriptive statistical techniques of Percentiles and Regression methods with the aid of the Statistical Package for Social Sciences (SPSS) software for editing and encoding. The findings of the study revealed that quality service consistency has a significant relationship and effect on the sales volume (r =0.336, p<0.05) and that there is a significant relationship between staff etiquette and customer purchase intention (r = 0.766, p<0.05). The study, however, recommended that food outlet owners should properly identify and anticipate the needs of the customers, maintain consistency of service quality with customer orders, ensure periodic staff training to enhance customer-service skills in active listening, empathy, complaints handling, role playing, teamwork and collaboration, upselling and closing thoughts, introduce modern safety techniques and excellent interpersonal relationships.