An Analysis on the Impact of the Usage of Fidelio Opera Property Management System in Transcorp Hilton Hotel Abuja (Published)
This research work on the analysis of the impact of the usage of Fidelio Opera property management system in Transcorp Hilton Hotel Abuja is to investigate the impact that Fidelio Opera property management system made since its application in the hotel under study. It was based on this fact that research questions were develop with the aim of finding out if this property management system in question has actually helped the hotel under study by making available and accessible the required data for its daily transactions and consequently improve service delivery for the delivery of best services to guests. Literature on existing theories as regards to this research work were reviewed in order to bring to our knowledge what people’s view about what property management system is and in particular what Fidelio Opera property management system is all about as the conclusion and recommendations were deduced from already existing theories and finding from the research.In order to carry out the works stated above, the researcher adopted the qualitative research method of questionnaire and in-depth interview, research approach and philosophy were also treated. Descriptive and interpretative analysis were used, there was also the use of bar chart, tables, mean and mode were employed in the statistical analysis of data collected from this research work. Finally, conclusion and recommendations were drawn based on findings and existing theories.
THE EFFECT OF RELATIONSHIP MARKETING ON SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE HOSPITALITY SECTOR IN GHANA: THE MODERATING ROLE OF SERVICE PROVIDERS’ EMOTIONAL INTELLIGENCE (Published)
This study assesses the effect of relationship marketing on service quality and customer satisfaction from the perspective of the moderating role of emotional intelligence in the hospitality sector in Ghana. A descriptive quantitative research technique is employed. A random sample of 384 each of customers and customer service attendants of hotels, leisure centres, resorts and five-star restaurants in Accra are used as the source of data. According to findings, emotional intelligence makes a strong positive effect on relationship marketing at 5% significance level, r (288) = .785, p = .000. Though relationship marketing makes a strong positive effect on service quality (r = .712, p < .05) and customer satisfaction (r = .318, p < .05), these effects degenerate into negative ones when the effect of emotional intelligence on relationship marketing is controlled for. It is therefore recommended that firms in the hospitality sector give priority to equipping their customer service attendants with emotional intelligence to maximise service quality and customer satisfaction