An Assessment of Customer Perception of Hotel Hygiene Standards in Kaduna State
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Background of the Study
Hotel hygiene standards are a critical component of the overall guest experience and directly influence customer satisfaction (Ajiboye & Olayiwola, 2023). Hygiene is particularly important in the hospitality industry, where guests expect clean, sanitized, and safe environments during their stay. The importance of maintaining high hygiene standards has been heightened in recent years, particularly due to the global COVID-19 pandemic, which made cleanliness a primary concern for many travelers (Adebayo & Salami, 2024).
In Kaduna State, a region that attracts both domestic and international visitors, maintaining excellent hygiene standards is essential for the competitiveness of local hotels. However, the perception of cleanliness and hygiene varies among guests and can significantly impact their decision to return to a particular hotel. This study seeks to assess customer perceptions of hygiene standards in hotels within Kaduna State, evaluating factors such as cleanliness, sanitation practices, and guest satisfaction.
Statement of the Problem
Despite the importance of hygiene in the hospitality industry, there is limited research focused on customer perceptions of hotel hygiene standards in Nigeria, particularly in Kaduna State. While many hotels in the region may claim to maintain high hygiene standards, it is essential to evaluate how guests perceive these efforts and whether they influence their overall satisfaction and decision to return. This study will examine the factors that shape customer perceptions of hygiene and how these perceptions impact their behavior in relation to hotel choice and loyalty.
Objectives of the Study
1. To assess customer perceptions of hotel hygiene standards in Kaduna State.
2. To identify key factors that influence guest perceptions of cleanliness and hygiene in hotels.
3. To evaluate the relationship between customer perceptions of hygiene and their satisfaction with hotel services.
Research Questions
1. How do customers perceive the hygiene standards of hotels in Kaduna State?
2. What factors contribute most significantly to customer perceptions of cleanliness and hygiene in hotels?
3. How do perceptions of hotel hygiene standards affect customer satisfaction and their likelihood of returning?
Research Hypotheses
1. Customers with positive perceptions of hotel hygiene standards have higher levels of satisfaction with their stay.
2. Hotels with consistently high hygiene standards have a higher rate of customer retention in Kaduna State.
3. The cleanliness of hotel facilities is one of the most significant factors influencing customer perceptions of hygiene in hotels.
Scope and Limitations of the Study
This study will focus on hotels in Kaduna State and will assess customer perceptions of hygiene standards within these establishments. Limitations include potential biases in guest feedback and challenges in accurately measuring hygiene standards, which are subjective and can vary widely.
Definitions of Terms
• Hotel Hygiene Standards: The cleanliness, sanitation, and overall hygiene practices implemented in a hotel to ensure guest safety and comfort (Ajiboye & Olayiwola, 2023).
• Customer Perception: The way customers view or interpret the cleanliness and hygiene practices of a hotel, based on their experiences and expectations (Adebayo & Salami, 2024).
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