Consumer Perception and Satisfaction of Hotel Services in Lafia, Nasarawa State, Nigeria

Abstract

Customer satisfaction with hotels is largely based upon the anticipated quality of services and perceived expectation from the hotel ratings. Customer's perception of hotel is, therefore, a derivative of value expectation for prices offered by the hotel for their services.  This study assessed the customer's perception and satisfaction of hotel services with a view to ascertaining the service quality. The research design adopted was the descriptive research design. A structured questionnaire was face validated and tested the reliability of 0.812 chronbach alpha was established through a pilot test. The questionnaire was administered to patrons of some selected hotels in Lafia, Nasarawa State, Nigeria using qualitative and quantitative approaches. Data, one hundred and three (103), were analyzed using the Statistical Package for Social Sciences (SPSS) IBM version 23. Frequencies and percentages were used to identify standard rating of the hostel. The principal component analysis was used to identify key variables of linear combinations which allowed for most of the variability in guests' expressed perception and satisfaction with hotel services. Findings revealed that hotel management over exaggerated the standard and quality of their hotels in the town. Customers' perception was guided by security measures available, promotional strategies and protection of guest's privacy among others. Satisfaction with determined by timelines of meals served, safety and security of guests' and properties, laundry services staff efficiency and availability of ICT devices among others. It can be recommended that hotel managers should be engaged in consistent research studies in order to improve their hotel business which may invariably have implications for prices, quality and patronage.