Evaluation of Users' Satisfaction with Facilities in Oyo State Four-Star Hotels: Implications for Hospitality Architecture

Abstract

This study evaluates user satisfaction levels regarding institutional and architectural facilities provided within four-star hotels in Oyo State, Nigeria, focusing specifically on identifying, and measuring users' levels of satisfaction with core physical accommodations, recreational elements, and service support spaces. Anchored theoretically in the Expectancy-Disconfirmation Theory (EDT) and the Kano Customer Satisfaction Model, the research examines how hospitality spatial design aligns with or violates guest performance baselines. A descriptive survey research design was adopted across selected luxury hotel facilities in the state. Primary quantitative and qualitative data collection was executed using a multi-stage purposive sampling approach, deploying structured questionnaires to 384 sampled hotel guests and facility administrators, returning 342 fully validated instruments. The empirical data analysis techniques relied heavily on descriptive metrics, computing Mean Satisfaction Scores (MSS), coupled with Relative Satisfaction Index (RSI) matrix rankings to isolate structural failures. The analytical findings reveal a critical architectural paradox: while aesthetic qualities, interior finishes, and core bedding configurations scored highly positive baseline approval values (MSS = 4.12; RSI = 0.824), recreational features, acoustic partitions, and parking layout integrations registered significant disconfirmation gaps (MSS = 2.45; RSI = 0.490). The study concludes that user dissatisfaction stems from secondary support spaces and acoustic failures, mandating a holistic user-centered architectural framework for future premium lodging designs.