The role of customer satisfaction and maintenance culture in the sustainability of hospitality industries in Umuahia North and South Local Government Areas of Abia State | Zendy

Joy Nneka Uchenye Ejikeme | Zendy; O.B. Enemuo | Zendy; C. Edward | Zendy

Open Access

The role of customer satisfaction and maintenance culture in the sustainability of hospitality industries in Umuahia North and South Local Government Areas of Abia State

Author(s) -

Joy Nneka Uchenye Ejikeme,

O.B. Enemuo,

C. Edward

Publication year - 2016

Publication title -

journal of hospitality management and tourism

Language(s) - English

Resource type - Journals

ISSN - 2141-6575

DOI - 10.5897/jhmt2015.0164

Subject(s) - abia , hospitality , customer satisfaction , sustainability , business , service quality , local government , marketing , government (linguistics) , hospitality industry , local government area , service (business) , tourism , geography , political science , public administration , ecology , linguistics , philosophy , archaeology , biology

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.

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