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

Abstract

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.