This study investigated the influence of customers’ comfort and reception expectations on their patronage of big hotels in Obio/Akpor, Rivers State, Nigeria. Specifically, it examined whether there is a significant difference in the mean responses of male and female customers regarding the impact of these factors on their patronage decisions. The study employed a descriptive survey design, collecting data from a sample of hotel customers using a structured questionnaire. Statistical analysis revealed no significant difference in the mean responses of male and female customers, indicating that both genders value comfort and reception as critical determinants of their patronage. The findings highlight the universal importance of high-quality service delivery and guest experience in fostering customer loyalty. Based on these results, the study recommends that hotel management prioritize investments in reception excellence, comfort-enhancing facilities, and technology-driven innovations to improve service delivery. Furthermore, a gender-neutral approach to service design and continuous staff training should be adopted to ensure consistent customer satisfaction. These measures are essential for enhancing the competitiveness and sustainability of big hotels in the region.
Keywords: Customer patronage, Obio/Akpor, Service delivery, big hotels, comfort expectations, reception expectations
