ABSTRACT

This work evaluated the influence of interior decoration on customer perception of hotels in Uyo Akwa Ibom state. Specifically the study identified the various interior decoration used in hotels in Uyo. The specific objective identified the various interior decoration used in hotels in the study area, determined the interior decoration used in hotels that appeal to the customer more, ascertained the influence of interior decoration on the level of patronage in the hotels in the study area and suggested ways of improving the interior decoration of hotels in the study area for sustainability. The study was guided by four research guideline and two hypothesis. It adopted survey research design, structure questionnaire was used for data collection. The sample for the study were four hundred (400) staff and managers from the various hotels in the study area. Data generated were analysed using mean and standard deviation analyses of variance (ANOVA) derived from regression analyses to test the hypothesis. The result of the findings showed that satisfactory interior decoration has positive influence on the sustainability of the hospitality establishment in Uyo. The hypothesis showed that there was a significant relationship between the gender perceptions on the influence of interior decoration in the hotels and significant relationship between the gender perceptions on the influence of interior decoration in the hotels. From the findings it was recommended that the hotels should design interior decorative service delivery system which has an impact on customer satisfaction in hospitality industry and practiced healthy decorative environment and increased customer satisfaction.

TABLE OF CONTENTS

CONTENT PAGES

TITLE PAGE

CERTIFICATION II

APPROVAL PAGE III

DEDICATION IV

ACKNOWLEDGEMENT V

ABSTRACT VII

TABLE OF CONTENT VIII

LIST OF TABLES XI

1.1 CHAPTER ONE INTRODUCTION 1

1.2 Background of the study 1

1.2 Statement of problem 4

1.3 Objective of the study 5

1.4 Research questions 5

1.5 Hypotheses

1.6 Significance of the study 6

1.7 Scope of the study 7

2.0 CHAPTER TWO LITERATURE REVIEW 8

2.1 Conceptual framework 8

2.2.1 Interior decoration 8

2.2.2 Element of interior decoration 9

2.2.3 Colour wheel

2.2.4 Dimensions of colour:

2.3.0 Wall covering

2.3.1 Types of wall covering 13

2.4.0 Flower

2.4.1 Flower arrangement 15

2.4.2 Types of flower arrangement 15

2.5.0 Important interior decoration principles 16

2.6.0 Elements of design 19

2.7.0 Customer perception 20

2.7.1 The factors affecting the perception of customers 21

2.8.0 Service quality 22

2.8.1 Measuring service quality 25

 2.8.2 Customer’s satisfaction 26

2.9.0 Importance of hotel interior decoration 28

2.10.0 Relationship between customer perception and hotel 

Interior decoration. 29

2.11.0 The effect of interior decoration and customer perception in 

Hospitality establishment. 30

2.12.0 Theoretical framework 31

2.12.1 A model of consumer behaviour 31

2.13.0   Need recognition 32

2.13.1 The five gap model of service quality 33

2.14 Related empirical work 36

2.15 Summary of literature review 37

3.0 CHAPTER THREE: METHODOLOGY 39

3.1 Area of study 39

3.2 Research design 39

3.3 Population for the study 40

3.4 Sample for the study 40

3.5 Sample techniques 41

3.6 Instrument for data collection 42

3.7 Validation of the instrument 42

3.8 Reliability of the instrument 43

 3.9 Data collection techniques 43

3.10 Data analysis technique 4

4.0 CHAPTER FOUR: RESULTS AND DISCUSSION 45

4.1 Data presentation and analysis 45

4.2 Research questions 45

4.3 Test of hypothesis 54

4.4 Findings of the study 55

4.5 Discussion of findings 56

5.0 CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS 62

5.1 Summary 62

5.1.1 Restatement of problem 63

5.1.2 Description of procedures used 65

5.1.3 Major findings 65

5.2 Conclusion 66

5.3 Recommendations 66

REFERENCE 68

APPENDIX I 71