ASSESSING THE IMPACT OF SPATIAL CONFIGURATION ON GUEST SATISFACTION IN URBAN 4-STAR HOTELS: EVIDENCE FROM ABUJA

Abstract

This study critically examines the impact of spatial configuration on guest satisfaction within urban 4-star hotels in Abuja, Nigeria. The research employed a quantitative descriptive design, utilizing structured questionnaires to collect data from 312 hotel guests across various establishments. Analysis focused on spatial layout characteristics, including zoning, circulation, wayfinding, and their influence on guest perceptions of comfort, accessibility, and overall satisfaction. Findings reveal that while room layouts generally support guest movement, significant deficiencies persist in circulation clarity, public-private zoning, and accessibility, contributing to dissatisfaction with spatial comfort and overall hotel experience. Cross-tabulation analysis highlighted strong correlations between positive spatial experiences and guest willingness to recommend the hotels, affirming the relevance of Person–Environment Fit and Stimulus–Organism–Response theories in hospitality environments. Beyond Abuja, these findings provide a reference point for urban hotels in other African and emerging global cities with comparable urban density and hospitality demands, offering a framework for improving spatial efficiency, inclusivity, and guest-centered design. The study concludes by recommending targeted interventions in circulation design, zoning strategies, spatial flexibility, and accessibility to enhance guest satisfaction and align Abuja’s hospitality sector with global best practices. These insights offer valuable contributions to architecture, hospitality management, and urban planning discourses within the Nigerian context.