Preventive Maintenance, and Customer Satisfaction in Selected Hotels in Ibadan
Year: 2025
Type: article
Study design: Observational Study
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 < 0.01). The findings revealed a strong positive relationship between preventive maintenance practices and customer satisfaction. Therefore, the results indicate that hotels with visible maintenance routines and well-maintained facilities recorded higher ratings for cleanliness, comfort, and service reliability. Regression results showed that preventive maintenance significantly predicted customer satisfaction, accounting for over 50% of the variance. Hotels with visible maintenance routines and well-maintained facilities recorded higher ratings for cleanliness, comfort, and service reliability. The study concludes that preventive maintenance is not only a technical necessity but a strategic tool for enhancing guest experience and loyalty. It recommends that hotel managers adopt structured maintenance plans and conduct regular audits to ensure consistent service delivery and long-term competitiveness
Institutions: Lead City University, University of Ibadan
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W7116441379
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