Customer Lifestyle as Determinant Of Customer Satisfaction and Loyalty towards Hotels Services in Lagos State, Nigeria
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Date
2017
Authors
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Journal ISSN
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Publisher
West African Journal of Business and Management Sciences Faculty of Business Administration
Abstract
Customer lifestyle defines the attitude and behaviour towards the purchase of
products and services and can significantly impact on customer satisfaction
and loyalty. This is an important consideration to the customer and the firm.
This study investigates customer lifestyle as determinant of customer
satisfaction and loyalty towards hotels services in Lagos State, Nigeria. A
cross-sectional survey of 497 guests of selected 3-Star rated hotels was
carried out through convenience sampling in Lagos State. Results of multiple
regression analysis showed that the three dimensions of lifestyle were
significant in the determination of customer satisfaction but partially
effective in determining customer loyalty. The study therefore concludes that
hotels managers should give a high consideration in developing services that
have features and attributes associated more with customer activities and
interests as these tend to have very significant effects on the level of
customers' satisfaction and patronage
Description
Keywords
Customer, Hotels, Loyalty, Lifestyle, Satisfaction, Services