Ecotourism Visitor Experience and Satisfaction at Obudu Mountain Resort, Cross River State

Obudu Mountain Resort in Cross River State, situated within Nigeria's South South geopolitical zone, is widely regarded as one of Nigeria's premier highland ecotourism destinations, attracting both domestic and international visitors for its scenic montane landscapes, biodiversity, and recreational amenities. Despite its popularity, empirical data on visitor experience quality and satisfaction remain sparse, limiting evidence-based management improvements. This study evaluates visitor experience and satisfaction at the resort through structured interviews with 150 visitors and direct observation of service delivery and environmental conditions. A modified SERVQUAL framework was adapted for ecotourism contexts to measure perceived service quality across five dimensions: reliability, assurance, tangibles, empathy, and responsiveness. Results indicate that visitors express high satisfaction with natural scenery and biodiversity but report lower satisfaction scores for accommodation standards, road access quality, and interpretive programming. Domestic visitors demonstrate higher tolerance for infrastructure gaps compared to international visitors, whose expectations are shaped by exposure to better-maintained nature tourism facilities. Environmental observations reveal evidence of trail erosion in high-use areas, suggesting inadequate visitor management protocols. The study recommends the development of a formal visitor management plan incorporating trail maintenance schedules, visitor flow controls, and enhanced guide training. Investment in interpretive infrastructure, including signage and guided nature walks, is also prioritized. These findings provide actionable guidance for the Cross River State Tourism Bureau and resort management team. Keywords: visitor satisfaction, ecotourism, Obudu Mountain Resort, South South Nigeria, visitor management