ASTRACT  

This study surveyed customer satisfaction in hotels in Aba Metropolis of Abia State. The major objectives were to identify levels and factors of customer satisfaction and to compare satisfaction levels among stared hotels (1-3). The population for this study comprised 14,175 guests who visited the total of 50 stared hotels within the metropolis during the period of two weeks. Survey research design was used to investigate customer satisfaction. Questionnaire was used to gather the data for the analysis. Descriptive statistic was used to answer research question one. Linear regression was used to answer research question two and z-test statistic was used to analyze research question three. The result of the analysis showed that environment (noiseless), quality service, security, cost, cleanliness, decor appeal, speed of service delivery were statistically significant and therefore influence customer satisfaction. Customers derive more satisfaction from three star hotels when compared with one and two stars. The R2value been 0.488 implied that about 48.8% of the variations in customer satisfaction in hotels is explained by the significant variables. The researcher concluded that delivering high quality services result in customer's satisfaction. On the basis of these findings, the researcher recommends that hotel organizations in Aba should instill service culture in their operations. This is because absence of quality services will lead to mass exodus of guests.