Impact of facility management practice on hotel customers’ satisfaction

Temidayo Oluwasola Osunsanmi, Clinton Ohis Aigbavboa, Ayodeji Emmanuel Oke, Michael Ebie Onyia

Research output: Contribution to journalArticlepeer-review

2 Citations (Scopus)


Hotels function as the backbone for the hospitality sector in Africa and it contributes to the GDP of the continent. Unfortunately, the hotels in most developing countries have not been able to compete effectively with their international counterpart due to numerous reasons with the major been poor customer satisfaction. Therefore, this study examines the impact of facility management practice for guaranteeing hotel customer satisfaction. The study proposed that facility management should be broken down into hard, soft and beneficiary participation. The study adopts a random sampling technique in collecting data from 2 categories of respondents, i.e. 6 facility managers and 85 hotel users from selected hotels in Lagos State respectively. Data analysis was executed using descriptive statistics, principal component analysis and regression estimates with the aid of SPSS V 23. The result reveals that there is an impact of facility management practice on the satisfaction derived by hotels users which confirms that facility management as a style of asset management guarantees customer satisfaction. Also, the location of the hotel, hotel policies and the physical settings of the hotel are the major factors that determine customer satisfaction. The research recommends that hotel stakeholders should improve their facility management department. The study contributes towards improving the Nigerian hospitality sector and proving a road map.

Original languageEnglish
Pages (from-to)1-16
Number of pages16
JournalMalaysian Construction Research Journal
Issue number1
Publication statusPublished - Jan 2020


  • Beneficiary participation
  • Customer satisfaction
  • Facility management
  • Hotel management
  • User’s satisfaction

ASJC Scopus subject areas

  • Building and Construction


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