1.1 Introduction
\r\n
Customer satisfaction is defined as a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance to expectations. Within the hotel industry, customer satisfaction is an essential factor that determines customer loyalty, repeat patronage, and overall business sustainability. In Nigeria, hotels such as Transcorp Hilton Abuja serve as benchmarks for quality hospitality services, catering to both domestic and international guests seeking comfort, safety, and personalized service (Kotler and Keller, 2016).
\r\n
The emergence of the COVID-19 pandemic in late 2019 and its subsequent spread to Nigeria in 2020 dramatically altered the operational dynamics of the hospitality sector. COVID-19, caused by the novel coronavirus (SARS-CoV-2), is an infectious disease that resulted in widespread lockdowns, travel bans, and social distancing regulations across the world (World Health Organization, 2020). Hotels were forced to adjust their operations to align with health protocols such as sanitization procedures, temperature checks, and contactless service delivery.
\r\n
As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are Significance of the study, Scope of work, Research hypothesis and questions, Limitation of the study and Definition of terms.
\r\n
1.2 Background of Study
\r\n
In Nigeria, the sector has been one of the fastest-growing segments of the service economy, contributing immensely to national income and job creation. According to Adeola and Adesina (2020), the Nigerian hotel industry provides essential services that enhance tourism, foreign exchange earnings, and business interactions, especially in major cities such as Abuja, Lagos, and Port Harcourt. Hotels like Transcorp Hilton Abuja have long been recognized as key players in promoting Nigeria’s image as a hospitable and business-friendly nation (Adeola and Adesina, 2020). However, the advent of the COVID-19 pandemic in 2020 brought about a massive disruption to global and local hospitality operations. The World Health Organization (2020) reported that the outbreak of COVID-19 led to an unprecedented global health crisis, forcing countries to impose strict lockdowns, border closures, and travel restrictions.
\r\n
In Nigeria, the hospitality sector suffered enormous financial losses due to the closure of hotels, cancellation of reservations, and reduced patronage from both local and international clients. Okonkwo and Eze (2021) asserted that the COVID-19 pandemic exposed the vulnerabilities of the Nigerian hospitality sector, as most hotels lacked adequate contingency plans to manage health-related crises. The decline in demand for hotel services not only affected revenue but also disrupted the customer experience. Many hotels had to adjust their operations to comply with new safety guidelines, such as enforcing physical distancing, limiting guest interaction, and implementing rigorous sanitization procedures.
\r\n
Kotler and Keller (2016) stated that customer satisfaction results from comparing perceived performance with expectations, and when service quality declines, satisfaction tends to drop. During the pandemic, guests became more concerned about health and safety, shifting their priorities from luxury and comfort to hygiene and security. Olatunde and Aremu (2021) affirmed that hotel customers in Nigeria began to evaluate satisfaction based on the perceived safety of the hotel environment rather than traditional service factors such as room aesthetics or staff friendliness.
\r\n
Akande and Yusuf (2022) contend that while the pandemic negatively impacted hotel revenues, it also created opportunities for innovation and technological adaptation. Some hotels introduced digital check-ins, contactless payment systems, and online customer service platforms to maintain customer engagement while adhering to safety protocols. On the other hand, the cost of implementing these measures placed additional financial pressure on hotels already struggling with reduced patronage and workforce downsizing (Akande and Yusuf, 2022).
\r\n
Transcorp Hilton Abuja, as one of Nigeria’s foremost five-star hotels, faced unique challenges during this period. The hotel, which typically caters to business travelers, international tourists, and government officials, experienced a drastic reduction in clientele due to travel restrictions and event cancellations. Eze and Okafor (2022) reported that the management of Transcorp Hilton Abuja had to redesign its service delivery strategies, focusing more on health safety, limited-contact services, and customer reassurance campaigns. This research study is set against the backdrop of understanding how the COVID-19 pandemic has influenced customer satisfaction in the Nigerian hotel industry.
\r\n
1.3 Statement of Problems
\r\n
Investigation revealed that the COVID-19 pandemic is one of the most disruptive global events in modern history, affecting virtually every sector of the economy, and the hotel industry is among the hardest hit. In Nigeria, where hospitality services play a significant role in tourism, business travel, and international relations, the pandemic brought an unprecedented halt to operations. Hotels such as Transcorp Hilton Abuja, which typically serve high-end clients, corporate executives, and international visitors, experienced drastic declines in occupancy rates, cancellations of bookings, and reduced patronage due to lockdown measures and travel restrictions (Okafor & Eze, 2021).
\r\n
Additionally, the pandemic exposed structural weaknesses within Nigeria’s hospitality sector, including poor crisis management strategies, inadequate technological adaptation, and weak customer relationship management systems. While some studies have explored the economic impact of COVID-19 on the hospitality industry globally, limited attention is given to the psychological and experiential effects on customer satisfaction within the Nigerian context (Nwosu & Okeke, 2023).
\r\n
Furthermore, the fear of infection and reduced consumer confidence significantly altered customer expectations. Guests began to prioritize hygiene, contactless services, and safety measures over luxury and convenience. On the other hand, hotel managements were struggling to maintain profitability and operational efficiency while meeting these new standards. Many employees were laid off, and customer service delivery was compromised due to workforce shortages and reduced operational budgets (Udo & Chukwu, 2022). It is against this backdrop that this study seeks to examine the impact of COVID-19 on customer satisfaction in the Nigerian hotel industry, using Transcorp Hilton Abuja as a case study.
\r\n
1.4 Aim and Objectives of Study
\r\n
The main aim of this study is to assess the impact of COVID-19 on customer satisfaction in the Nigerian hotel industry, focusing on Transcorp Hilton Abuja.
\r\n
The specific objectives of the study are to:
\r\n
\r\n- Examine the effect of COVID-19 safety protocols on service delivery and customer satisfaction at Transcorp Hilton Abuja.
\r\n- Assess how changes in customer expectations during the pandemic influenced hotel service standards.
\r\n- Investigate the operational challenges faced by Transcorp Hilton Abuja as a result of COVID-19 restrictions.
\r\n- Evaluate the strategies adopted by the hotel to maintain customer satisfaction during and after the pandemic.
\r\n- Determine the relationship between post-pandemic service innovations and customer loyalty in Transcorp Hilton Abuja.
\r\n
\r\n
1.5 Research Questions
\r\n
Based on the objectives of the study, the following research questions have been formulated:
\r\n
\r\n- How did COVID-19 safety protocols affect service delivery and customer satisfaction at Transcorp Hilton Abuja?
\r\n- In what ways did the pandemic influence customers’ expectations and perceptions of hotel services?
\r\n- What operational challenges did Transcorp Hilton Abuja face due to COVID-19 restrictions?
\r\n- What measures did the hotel implement to sustain customer satisfaction during and after the pandemic?
\r\n- How have post-pandemic service innovations affected customer loyalty and repeat patronage?
\r\n
\r\n
1.6 Significance of Study
\r\n
It is believed that at the completion of the study, the findings will provide data-driven recommendations for enhancing service delivery in future crises. The study will help customers promote awareness of how hotels are adapting to meet post-pandemic safety and satisfaction standards.
\r\n
Furthermore, it will contribute to academic literature on hospitality management and guide policymakers in supporting the sector’s recovery. In addition, the study will provide hotel managers with strategies to enhance customer satisfaction through improved service delivery and innovation.
\r\n
Lastly, the findings will help in developing regulations and support mechanisms to strengthen the hospitality sector during crises. For Academia, the research study will serve as a valuable resource for students and scholars studying hospitality management and consumer behavior.
\r\n
1.7 Scope of Study
\r\n
The study is limited to the assessment of customer satisfaction in the Nigerian hotel industry with a particular focus on Transcorp Hilton Abuja, located in the Federal Capital Territory (FCT). The research will concentrate on the effects of the COVID-19 pandemic on service delivery, customer experience, and post-pandemic operational adjustments within this establishment.
\r\n
1.8 Limitations of the Study
\r\n
Several limitations were encountered during the course of this study, which may have influenced the results and conclusions.
\r\n
\r\n- Time Constraints: A study of this nature needs relatively long time during which information for accurate or at least near accurate inference could be drawn. The period of the study was short, time posed as constraints to the research.
\r\n- Financial Constraints: The research would have extended the survey to other area at the empirical level, but limitation as included cost of transportation to the source of material and the cost of time setting of the already completed work.
\r\n- Initial Cooperation Delay from Respondents: A particular limitation of this work came as a result of the respondent refusal to offer their cooperation at the initial time they were contacted. This contributed in making the success of this research study difficult.
\r\n
\r\n
1.9 Definition of Terms
\r\n
COVID-19:
\r\n
According to the World Health Organization (2020), COVID-19 is an infectious disease caused by the novel coronavirus (SARS-CoV-2), which spread globally beginning in 2019, leading to widespread health, social, and economic disruption.
\r\n
Customer Satisfaction:
\r\n
Kotler and Keller (2016) defined customer satisfaction as the level of a person’s pleasure or disappointment resulting from comparing a product’s perceived performance to expectations. In this study, it refers to guests’ overall contentment with hotel services during and after the pandemic.
\r\n
Hospitality Industry:
\r\n
Adeola and Adesina (2019) described the hospitality industry as a service sector that provides lodging, food, recreation, and other services to travelers and tourists.
\r\n
Service Quality:
\r\n
Parasuraman et al. (1988) stated that service quality is the difference between customer expectations and their perceptions of received service. It represents the measure of how well a service meets customer needs.
\r\n
Transcorp Hilton Abuja:
\r\n
Eze and Okafor (2021) reported that Transcorp Hilton Abuja is one of Nigeria’s leading five-star hotels, offering premium hospitality services and serving as a benchmark for the industry.
\r\n
Pandemic Impact:
\r\n
Akande and Yusuf (2022) asserted that pandemic impact refers to the social, economic, and operational effects experienced by organizations as a result of global disease outbreaks such as COVID-19.
…
