Original Research Article

Assessment of Sustainable Practices on Customers Satisfaction and Retention in Selected Hotels in Lagos State, Nigeria

Dejo Padetin Titilayo^1*, Arowosafe Folusade Catherine², Oladeji Sunday Oladipo², Ajayi S.R³

¹Lecturer, Entrepreneurship Dept (CESA), Lagos State Polytechnic, Ikorodu, Lagos , Nigeia
²Department of Ecotourism and Wildlife Management, Federal University of Technology, Akure, Nigeria
³Department of Wildlife and Ecotourism Management, Federal College of Wildlife Management, New Bussa, Nigeria.

*Corresponding Author's E-mail: checktiti@yahoo.com/ checktiti@gmail.com
Moble Phone: +234 803 476 2144

Received: 06 May 2023  I  Accepted: 26 May 2023  I  Published: 30 May 2023  I  Article ID: MRJASSH23010
Copyright © 2023 Author(s) retain the copyright of this article.
This article is published under the terms of the Creative Commons Attribution License 4.0.

Abstract

Sustainable hotel practices refer to processes designed to minimize the consumption of energy and natural resources, waste and also to promote the use of non-toxic products (Stern, 2000). This study investigates the assessment of sustainable practices on customer’s satisfaction and retention in selected hotels in Lagos state, Nigeria. The objectives were to determine the preception of customer on sustainable practices, and the level of customer satisfaction and retention in the selected hotels in Lagos state, Nigeria. The research was conducted in four categories of hotels in Lagos state (International, National, Urban and Suburban) based on the location from Jan 2021- Dec 2021. Survey research design was adopted for the study. Primary and secondary source of data were collected using questionnaire to investigate the preception of customers about sustainable practices and to determine the level of customer satisfaction with sustainable practices at the hotels. The Primary data include structured questionnaires was used to elicit information from target respondents. A total of Five hundreds (500) questionnaires were purposively administered in all four categories of hotels in Lagos state, who were guests at the hotels in Lagos state while secondary data includes the use of related journals materials and periodicals. Data were analyzed using frequency, percentage, mean and standard deviation while inferential statistical tools such as Pearson correlation, and Multiple linear Regression were used to test the hypothesis. The finding shows the Pearson chi-square is 66.77 and p value 0.00. The result is significant, p-value is equal or less than designated alpha level p<0.005 we reject the hypothesis that say customer’s level of satisfaction with sustainable practices do not significantly predict the overall level of satisfaction with the hotel. The study concluded that the level of sustainable practices significantly predict their overall level of satisfaction with the hotels. Hence, it is imperative for a hotelier to practice quality sustainable practices to satisfy their customer and retain them. For hotel to make it environmental friendly from pollution and biodegradation of flora and fauna diversity. The research advises that sustainable practices should be implemented in all hotels related facilities.

Keywords: Customer Satisfaction, Energy consumption, Natural resources, Sustainable Practices