THE INFLUENCE OF INTERIOR DECORATION ON CUSTOMER’S PERCEPTION OF HOTELS IN UYO, AKWA IBOM STATE, NIGERIA

ABSTRACT

This work evaluated the influence of interior decoration on customer perception of hotels in Uyo Akwa Ibom state. Specifically the study identified the various interior decoration used in hotels in Uyo. The specific objective identified the various interior decoration used in hotels in the study area, determined the interior decoration used in hotels that appeal to the customer more, ascertained the influence of interior decoration on the level of patronage in the hotels in the study area and suggested ways of improving the interior decoration of hotels in the study area for sustainability. The study was guided by four research guideline and two hypothesis. It adopted survey research design, structure questionnaire was used for data collection. The sample for the study were four hundred (400) staff and managers from the various hotels in the study area. Data generated were analysed using mean and standard deviation analyses of variance (ANOVA) derived from regression analyses to test the hypothesis. The result of the findings showed that satisfactory interior decoration has positive influence on the sustainability of the hospitality establishment in Uyo. The hypothesis showed that there was a significant relationship between the gender perceptions on the influence of interior decoration in the hotels and significant relationship between the gender perceptions on the influence of interior decoration in the hotels. From the findings it was recommended that the hotels should design interior decorative service delivery system which has an impact on customer satisfaction in hospitality industry and practiced healthy decorative environment and increased customer satisfaction.

TABLE OF CONTENTS

CONTENT ﾿ PAGES

TITLE PAGE ﾿

CERTIFICATION ﾿ II

APPROVAL PAGE ﾿ III

DEDICATION ﾿ IV

ACKNOWLEDGEMENT ﾿ V

ABSTRACT ﾿ VII

TABLE OF CONTENT ﾿ VIII

LIST OF TABLES ﾿ XI

1.1 ﾿ CHAPTER ONE INTRODUCTION ﾿ 1

1.2 ﾿ Background of the study ﾿ 1

1.2 ﾿ Statement of problem ﾿ 4

1.3 ﾿ Objective of the study ﾿ 5

1.4 ﾿ Research questions ﾿ 5

1.5 ﾿ Hypotheses ﾿

1.6 ﾿ Significance of the study ﾿ 6

1.7 ﾿ Scope of the study ﾿ 7

2.0 ﾿ CHAPTER TWO LITERATURE REVIEW ﾿ 8

2.1 ﾿ Conceptual framework ﾿ 8

2.2.1 ﾿ Interior decoration ﾿ 8

2.2.2 ﾿ Element of interior decoration ﾿ 9

2.2.3 ﾿ Colour wheel ﾿

2.2.4 ﾿ Dimensions of colour: ﾿

2.3.0 ﾿ Wall covering ﾿

2.3.1 ﾿ Types of wall covering ﾿ 13

2.4.0 ﾿ Flower ﾿

2.4.1 ﾿ Flower arrangement ﾿ 15

2.4.2 ﾿ Types of flower arrangement ﾿ 15

2.5.0 ﾿ Important interior decoration principles ﾿ 16

2.6.0 ﾿ Elements of design ﾿ 19

2.7.0 ﾿ Customer perception ﾿ 20

2.7.1 ﾿ The factors affecting the perception of customers ﾿ 21

2.8.0 ﾿ Service quality ﾿ 22

2.8.1 ﾿ Measuring service quality ﾿ 25

 2.8.2 ﾿ Customer’s satisfaction ﾿ 26

2.9.0 ﾿ Importance of hotel interior decoration ﾿ 28

2.10.0 ﾿ Relationship between customer perception and hotel 

Interior decoration. ﾿ 29

2.11.0 ﾿ The effect of interior decoration and customer perception in 

Hospitality establishment. ﾿ 30

2.12.0 ﾿ Theoretical framework ﾿ 31

2.12.1 ﾿ A model of consumer behaviour ﾿ 31

2.13.0   Need recognition ﾿ 32

2.13.1 ﾿ The five gap model of service quality ﾿ 33

2.14 ﾿ Related empirical work ﾿ 36

2.15 ﾿ Summary of literature review ﾿ 37

3.0 ﾿ CHAPTER THREE: METHODOLOGY ﾿ 39

3.1 ﾿ Area of study ﾿ 39

3.2 ﾿ Research design ﾿ 39

3.3 ﾿ Population for the study ﾿ 40

3.4 ﾿ Sample for the study ﾿ 40

3.5 ﾿ Sample techniques ﾿ 41

3.6 ﾿ Instrument for data collection ﾿ 42

3.7 ﾿ Validation of the instrument ﾿ 42

3.8 ﾿ Reliability of the instrument ﾿ 43

 3.9 ﾿ Data collection techniques ﾿ 43

3.10 ﾿ Data analysis technique ﾿ 4

4.0 ﾿ CHAPTER FOUR: RESULTS AND DISCUSSION ﾿ 45

4.1 ﾿ Data presentation and analysis ﾿ 45

4.2 ﾿ Research questions ﾿ 45

4.3 ﾿ Test of hypothesis ﾿ 54

4.4 ﾿ Findings of the study ﾿ 55

4.5 ﾿ Discussion of findings ﾿ 56

5.0 ﾿ CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS ﾿ 62

5.1 ﾿ Summary ﾿ 62

5.1.1 ﾿ Restatement of problem ﾿ 63

5.1.2 ﾿ Description of procedures used ﾿ 65

5.1.3 ﾿ Major findings ﾿ 65

5.2 ﾿ Conclusion ﾿ 66

5.3 ﾿ Recommendations ﾿ 66

REFERENCE ﾿ 68

APPENDIX I ﾿ 71