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To Assess the Factors Affecting Customer Satisfaction in The Hospitality Industry in Freetown

This study attempts to assess the factors affecting customer satisfaction in the hospitality industry in Freetown with the following specific objectives: to describe the demographic characteristics of customers, to determine the effect of customer expectation on customer satisfaction in the hotel industry in Freetown, to establish the effect of service quality on customer satisfaction in the hotel industry in Freetown and to establish the effects of customer expectation on customer satisfaction in the hotel industry in Freetown. The questionnaire was the main data collection instrument. The questionnaire was administered among 100 guests who have visited the selected hotels in the past three months in Freetown. The collected data was analyzed through the help of Excel word. In conclusion, the respondents contacted for this study indicated clearly that the effect of customer expectation on customer satisfaction in the hotel industry in Freetown were strongly agree and agree with over 60%. It was recommended that the findings show that these selected hotels in Freetown strive to meet the expectations of their customers through the provision of excellent services in pursuit of customer satisfaction