Abstract
This study investigates the role of customer satisfaction and maintenance culture in the sustainability of hospitality establishments in Umuahia North and South LGAs. The study was guided by six objectives and six research questions. The research adopted a survey research design. The data generated were analyzed using simple frequency percentage and mean. The study revealed that the following variables were shown to have positive impact on customer satisfaction, high quality service, etc and the negative impacts identified by the respondents were lack of staff training. Recommendations were made based on the findings of the study. Key words: Culture, hotel, maintenance satisfaction, hospitality.
Highlights
The hotel sector is a segment within the guest rooms for sleeping (Hayes and Ninennier, 2007)
Research Question 3: What maintenance culture is seen in hotels in Umuahia?
The study showed that 23.9% of the respondents stated that the service providers in Umuahia hotels solve their problems extremely well, 27.8% stated that their problems were solved quit well, 26% stated that service providers answered that their questions moderately well, 13.6% stated that their questions were answered slightly well and 9.7% stated that there questions or problems was not at all well answered
Summary
The hotel sector is a segment within the guest rooms for sleeping (Hayes and Ninennier, 2007). Today traveling public has a wide variety of lodging alternatives and the definition just cited is of limited use. Hotel is a “home away from home”. David (2010) broadly defined hotel as an establishment held out by the proprietor, providing accommodation, food and beverages, to any traveler presenting his/her self, who is willing and able to pay for the services rendered and is in a good state of mind to be received by the hotel. Customer satisfaction is a central phenomenon in marketing (Kucukosmanoghu, 2010). It is a measure of how products and services supplied by a company meet or surpass customer expectations (Farris and Neil, 2010). Customer satisfaction is defined as “the number of customers or percentage of total customers whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals” (Frennea et al, 2010). John (2003) sees customer satisfaction as a key performance indicator within the business which is part of a business score card
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