Impact of Hotel Services on Customer Satisfaction a Case Study of Peace Hotel

This study examined the impact of hotel service on consumer satisfaction; a study of Peace Hotel, Tipper Garrage, Ilorin. The objectives of this study were to; (i) investigate the impact of in-room amenities on customer satisfaction at the Peace Hotel; (ii) examine the impact of food quality on customer satisfaction in Peace Hotel; (iii) determine the impact of the check-in and checkout process on customer satisfaction in the Peace Hotel; and (iv) investigate the influence of internet service on customer satisfaction in Peace Hotel. Survey research design was adopted for the study. The study focused on customers who patronise Peace Hotel, Tipper Garage, Ilorin; the population for the study 384. The descriptive analysis was used for analyzing demographic data and multiple linear regression was used to test the hypotheses at 0.05 significant level. The result of the study shows that (R square = 0.869, P = 0.000, β = 0.932, t = 5.520) for hypothesis one; (R square = 0.512, P = 0.000, β = 0.715, t = 19.527) for hypothesis two; (R square = 0.544, P = 0.000, β = 0.737, t = 20.540) for hypothesis three; and (R square =0.539; P = 0.000; β = 0.734 and t-value = 20.342) for hypothesis four. The study concluded that in-room amenities, food quality, check-in and check-out and internet service have significant effect on customer satisfaction. Therefore, the study recommended that: The Peace Hotel should continue to maintain and regularly upgrade its in-room facilities to ensure they meet guest expectations and enhance satisfaction; Peace Hotel should maintain and regularly update its diverse menu to continue meeting the varying preferences of guests; Peace Hotel should streamline the check-in and check-out processes to minimize wait times and enhance guest convenience; and Peace Hotel should continue to enhance fast, reliable, and secure internet services throughout the premises to meet guest expectations