ABSTRACT

This study investigates the topic: the role of customer satisfaction and maintenance culture. in the sustainability of hospitality establishments in Umuahia North and South LGAs. The specific objective of the study arc to identify various variables for customer satisfaction in hotels in Umuahia north and south LGAs, ascertain the ones that arc applied in the various hotels in Umuahia north and south LGAs, determine the maintenance culture utilized in the various hotels in Umuuahia north and south, determine the role of customer satisfaction in sustainability of the hotels in Umuahia north and south LGAs, determine the role of maintenance culture in the sustainability of the hotels in Umuahia north and south LGAs and seek ways of improving the customer satisfaction and maintenance in the hotels in Umuahia north and south for sustainability. The research was guided by 21 research questions and 6 hypothesis. The research adopted a survey research design, questionnaire was used for the collection of data from 360 respondent who formed the sample for the study. The data generated was analyzed using simple frequency percentage mean, chi-square and regression analysis. The study revealed that the following variables were shown to have positive impact on customer satisfaction, high quality service, effective facility functioning, implementation of strong maintenance strategies, high customer value, speed to service delivery, effective customer touch point and meeting customer expectation and the negative impacts identified by the respondents were lack of staff training, management not understanding the worth of maintenance culture based on the findings of the study the following recommendation were made: Abia is a state rich in commercial activities and tourist attractions. Better hotels that will attract guest should be maintained as alternative source of revenue to boost the states economy, hotel management should create awareness programmes on the impacts of hotel sustainability. This will help the employees to understand and preserve the service culture of the hotel, Policies and practices that ensure the sustainability of hotels such routine 4 maintenance and exceeding customer expectations should be developed at the early stage of the hotel so as to avert the negative impacts of sustainability, The most common approaches to satisfy customers, is by collecting customers feedback through customer's feedback, through customer survey and customer experience program and thus taking actions to increase customer satisfaction for the next visit for a customer, manage customer complaints and thus take initiatives to reduce number of customers' complaints in relation to increase customer satisfaction.