GASPRO International Journal of Eminent Scholars

ABSTRACT

The study sought to assess the impact of culture on guest satisfaction in the hospitality industry in Ikorudu, Lagos. The study was conducted in Royal Dof Hotel and Jaftel Hotel and Suits in Ikorudu of Lagos State. Case study survey design was adopted for the study. The population of the study comprised all junior, senior, and management staff of the two aforementioned hotels. From each of the hotels, 25 respondents were randomly selected using a simple random sampling technique. This gave a sample size of 50 respondents, which was used for the study. The main instrument for the study is a questionnaire tagged "Culture and Guest Satisfaction Questionnaire" (CQSQ). The questionnaire, which was developed by the researcher for data collection, was administered to employees and management staffs in the two selected hotels in Lagos state. In testing the data generated for the study, Chi-square, independent t-test and regression analyses was used to test the hypotheses. The hypotheses testing and decision rule was done at a 0.05 alpha level and at 48 degree of freedom. Based on the findings of the study, the study concluded that the various service cultures practiced by the two hotels include: cleanliness, adequate safety/security, Internet, comfortable beds, bathroom plumbing, attentive phone answering, lighting, aroma, simple, tasty food, and check-in/check-out. It was also concluded that there is significant relationship between the cultures practiced by the hotels and the extent of satisfaction of their customers. Therefore, the study recommended, among many others, that hotel managers should understand the roles and benefits of service cultures in the hospitality industry and with customers as well. As a result of this, it will be possible to grant more globalized, custom services that cater to their unique customers.