Assessment of Users’ Satisfaction Levels in Selected Hotels in Lagos State, Nigeria

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Iyanuoluwa Gbenga PEDRO
Oluwatoyin O. AJAYI (PhD)
Victor Damilare ADENIYI
Diekololami Olayemi AWOYINFA

Abstract

The blooming hospitality industry in Nigeria, particularly in major states like Lagos, has witnessed a surge in hotel construction. Ensuring the success and sustainability of hotels hinges on assessing guest satisfaction levels, taking into account the impact of the built environment on the overall experience. Elements such as architecture, design, amenities, and ambience significantly contribute to guest satisfaction. This study aims to assess user satisfaction in hotel-built environments, focusing on functionality, building quality, aesthetics, and hotel atmospherics. It employs a mixed-method approach, combining qualitative and quantitative methods, conducting case studies on selected 5-star hotels in Lagos State. Questionnaires, addressing demographics, frequency of hotel facility use, satisfaction levels, and impact assessment of various hotel elements, were distributed. Statistical measures, including frequency, mean, and standard deviation, were employed for data analysis. The assessment of user satisfaction in selected Lagos State hotels revealed nuanced insights. While parking facilities and room size received moderate to high satisfaction levels, opinions on aesthetic design and interior decor varied. Impact analysis highlighted the significant influence of spatial layout, ventilation, and infrastructure quality on user satisfaction. The findings stress the importance of targeted improvements in specific architectural elements to enhance user satisfaction. Recommendations include a strategic focus on refining parking facilities and room layouts, along with continuous improvements in aesthetic design and interior decor. By tailoring improvements to specific architectural elements based on guest expectations, hotels can contribute to a more gratifying and memorable guest experience in Lagos State.

Keywords: Architectural Elements, Hospitality, Hotel, User Experience, User Satisfaction

Article Details

Assessment of Users’ Satisfaction Levels in Selected Hotels in Lagos State, Nigeria. (2024). African Journal of Management and Business Research, 14(1), 220-232. https://doi.org/10.62154/fpenn659
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Copyright (c) 2024 Iyanuoluwa Gbenga PEDRO, Oluwatoyin O. AJAYI (PhD), Victor Damilare ADENIYI, Diekololami Olayemi AWOYINFA (Author)

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This work is licensed under a Creative Commons Attribution 4.0 International License.

Iyanuoluwa Gbenga PEDRO, Caleb University, Imota Lagos State, Nigeria.

Department of Architecture, College of Postgraduate Studies,

Caleb University, Imota Lagos State, Nigeria.

Oluwatoyin O. AJAYI (PhD), Caleb University, Imota Lagos State, Nigeria.

Department of Architecture, College of Postgraduate Studies,

Caleb University, Imota Lagos State, Nigeria.

Victor Damilare ADENIYI, Caleb University, Imota Lagos State, Nigeria.

Department of Architecture, College of Postgraduate Studies,

Caleb University, Imota Lagos State, Nigeria.

Diekololami Olayemi AWOYINFA, Caleb University, Imota Lagos State, Nigeria.

Department of Architecture, College of Postgraduate Studies,

Caleb University, Imota Lagos State, Nigeria.

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