📖 ABSTRACT/OVERVIEW
This study assesses the factors influencing customer satisfaction with online hotel booking platforms among users in Lagos, South West Nigeria, and Abuja, North Central Nigeria. The rapid growth of online travel agencies and hotel booking platforms in Nigeria has transformed how consumers access accommodation services, yet satisfaction drivers within the Nigerian user experience context are inadequately studied. A quantitative research design is adopted with questionnaires administered to 320 respondents who have used online hotel booking platforms in the preceding six months. Technology acceptance model constructs are extended with hedonic value, platform trust, price transparency, and post-booking service quality dimensions to form the research framework. Partial least squares structural equation modelling is employed for analysis. Findings reveal that perceived usefulness, price transparency, and platform trust are the strongest predictors of overall booking platform satisfaction. Price transparency demonstrates the highest unique explanatory contribution, reflecting Nigerian consumers' heightened sensitivity to hidden fees and exchange rate discrepancies. Platform trust is found to be particularly influential among first-time users, while perceived usefulness becomes increasingly dominant among experienced users. Satisfaction significantly predicts repeat platform usage and positive sharing behaviour. The study recommends that booking platforms operating in Nigeria prioritise naira-denominated transparent pricing, invest in locally relevant trust signals, and develop responsive Nigerian customer support systems. Keywords: online booking platforms, customer satisfaction, hotel technology, Lagos, Nigeria
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