Environmental Sustainability Practices and Customer Satisfaction In Selected Hotels In Ilorin, Nigeria

Abstract

 Investigating the association between environmental sustainability practices and customer satisfaction in selected hotels in Ilorin Nigeria is sacrosanct to help clear the air as to the myth into the perception of potential hotel users and customers and help hoteliers blend with laudable practices in the course of moving into the venture. This study examined the relationship and association between environmental sustainability practices and customer satisfaction in hotels in Ilorin ,Nigeria. The mixed methods approach was used , putting together quantitative surveys of hotels guests to measure satisfaction levels and qualitative interviews with hotel managers to assess the implementation and execution of sustainability practices . Two hotels purposively selected and purposive sampling technique was used in selecting 100 participants, who are selected hotel customers while two managers of the two selected hotels were selected for an in-depth interview. Logistic regression used to the association between environmental sustainability practices and customer satisfaction , while thematic analysis used to analyzed quantitative data that have been obtained from the in-depth interview and customer review. The moderate positive association between environmental sustainability practices and customer satisfaction in Ilorin hotels. Higher star demonstrate stronger correlations with respect to better resources and guests expectations while budget hotels face challenges like limited infrastructure and awareness. Effective communication of sustainability efforts significantly help guests satisfaction , particularly among younger, educated and environmentally conscious guests. Hence inconsistent execution and cultural misalignment of practices may weaken the impact in some climes.