GASPRO International Journal of Eminent Scholars

ABSTRACT

The study investigated the role of ambience on customers’ patronage in two hotels in Victoria Island, Lagos. The study was conducted at Beni Gold Hotel and Apartment and Integrity Hotel & Suites in Victoria Island, Lagos. An Ex-post facto research design was adopted for this study. The population of the study was comprised of management staffs from the two aforementioned hotels, respectively. A simple random sampling technique was used to select 40 respondents from each of the hotels, and this gave a sample size of 80 respondents, which was used for the study. The main instrument for the study was a questionnaire tagged "Role of Ambience on Customers’ Patronage in Hotel Industry Questionnaire" (RACPHIQ). The questionnaire, which was developed by the researcher for data collection, was administered to the respondents, and retrieved 6 latter from each respondent in the two selected hotels in Victoria Island, Lagos. The researcher subjected the data generated for this study to appropriate statistical techniques, such as simple regression analysis, for testing the hypotheses. The test for significance was done at a 0.05 alpha level and at 68 degree of freedom. Based on the findings of the study, the study revealed and concluded that there is significant influence of air quality on customer’s satisfaction in hotel industry. Also, that there is significant influence of lighting on customer’s satisfaction in hotel industry. Therefore, the study recommended, among many others, that since the goal of every successful business is to maintain a high level of customer satisfaction, the hotel should provide their clients with value-added transactions through positive customer interaction. In turn, the customer will feel important and satisfied.

KEYWORDS: Ambience, Lighting, Air Quality, Customers’ Patronage, Hotel Industry, Beni Gold Hotel & Apartment, and Integrity Hotel & Suites