INTERNATIONAL JOURNAL OF ENGLISH, LITERATURE AND CULTURAL STUDIES

Abstract

The study examines the determinant factors for the effectiveness of quality service offered towards customer satisfactions in museum centers in Nigeria, taking Slave History Museum in Calabar as the case study. Two independent variables: responsiveness and professionalism were identified as possible constructs that can influence customer satisfaction and loyalty as dependent variable. Previous studies explored the relationship between some of these constructs and loyalty. But this study examines more constructs. Therefore, the major findings of this research provide insights into the factors determining customer satisfactions in Nigeria. The findings have established that service quality is very important in providing customer satisfaction and loyalty in the traditional industries especially museums in Nigeria. It was recommended that Slave History Museum center and other historic or cultural centers in Nigeria should increase efficiency by ensuring that customers are satisfied. For instance, they should reduce or eliminate other charges in the organization to commensurate with the quality of the service they get.