Socio-Economic Factors Influencing Customer Level of Satisfaction on Hotel Infrastructure

Abstract

Hotel infrastructure is still a crucial component, and the most reliable indicator of how satisfied customers will be. This is so because it frequently sets the tone for the interaction. However, there may be additional elements that affect how satisfied guests are with the hotel's infrastructure. This study aims to comprehend the interaction between customers' satisfaction with hotel infrastructure in Lagos and the socioeconomic environment. The study used a survey style descriptive research design. administered a 450-person sample size, and 400 valid answers were returned. With the multistage sampling procedure, the sample was selected from local governments in each of Lagos' three senatorial districts, yielding an 89% response rate." The study's noteworthy findings show that age, economic level, and marital status all have a big impact on how satisfied guests are with the hotel's amenities. However, it was discovered that the guests' degree of happiness in this aspect was not significantly impacted by their gender, religion, race, or educational attainment. The results highlight the significance of customizing amenities to meet the various needs of various demographic groups, with a particular emphasis on age groups, income brackets, and marital status. It is advised to make certain that visitors with a range of financial situations experience a sense of appreciation and quality service. Recognizing that marital status has an impact on satisfaction also highlights how important it is to provide services that address the unique needs of individuals of various ages and marital situations. This paper is unique due to its quantitative nature and offers a fresh perspective to exposing the socio economic determinants of choice of hotel infrastructure in Lago.

Keywords

• customer satisfaction
• hotel infrastructure
• socio-economic factors
• service quality