Preventive Maintenance, and Customer Satisfaction in Selected Hotels in Ibadan

Opatola Grace Nike and Balogun Khidir Bolaji
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Opatola Grace Nike: Department of Management & Accounting, Tourism and Hospitality Management Lead City University, Ibadan.
Balogun Khidir Bolaji: Faculty of Multidisciplinary Studies Department of Sustainability Studies, University of Ibadan

Lead City Journal of the Social Sciences (LCJSS), 2025, vol. 10, issue 3, 143-152

Abstract: The hospitality industry is highly sensitive to customer satisfaction, which depends significantly on the functionality, safety, and cleanliness of hotel facilities. In many Nigerian cities, particularly outside Lagos and Abuja, frequent service failures resulting from poor maintenance significantly impact guest experiences. This study examines the impact of preventive maintenance practices on enhancing customer satisfaction in selected hotels within the Oluyole Local Government Area of Ibadan, an area where hospitality businesses are rapidly expanding and high-ranking hotels are concentrated. Adopting a quantitative research design, data were collected using structured questionnaires administered to 100 respondents comprising hotel staff and guests across five selected hotels. The instrument focused on scheduled servicing, routine facility inspections, and timely repairs as key indicators of preventive maintenance. Customer satisfaction was measured through variables such as repeat patronage, referrals, and guest perception of comfort and safety. Data analysis was conducted using descriptive and inferential statistics. Regression analysis reveals a significant correlation (r = 0.71; p

Keywords: Customer Satisfaction; Hotel Management; Hospitality Industry; Preventive Maintenance (search for similar items in EconPapers)
Date: 2025
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