Tag Archives: Hospitality

Diagnostics of Customer Satisfaction in the Hospitality Industry: Evidence from Nigeria (Published)

Nigeria in the last few decades has experienced a tremendous growth in the number of public and private hotels. The biggest challenge in today’s competitive business environment is how to retain customers and ensure customer loyalty. Also, Guest relationships in the hotel industry are strategic assets of the organization and customer satisfaction becomes the starting points to defining business objectives. The study therefore analyzed the indices of customer satisfaction in the hospitality industry in Nigeria. The research analyzed the significance of key factors that determine customer satisfaction. A structured questionnaire on staff performance, cost, hotel facilities, environment and porn accessibility was developed and used to collect information from the study sample. The structured questionnaire was administered to 400 respondents purposively. Descriptive statistics and regression analysis were used to analyze the data. The result showed that cost, hotel environment, hotel facilities and income respectively were seen to have a strong impact on customer satisfaction at 5% level of significance, while staff performance seems significant at 10%. There was a relationship between service quality and customer satisfaction. The study makes a significant contribution to the service quality management literature because few empirical studies are available dealing with this aspect of the hotel management in Nigeria. It would also help service providers in the hotel industry to understand aspects of service variables that need urgent improvement.

Keywords: Customer Satisfaction, Hospitality, Regression Model, Service Quality, hotel management.

Post-Ebola Financial Analysis of the Economic Fortunes of the Tourism/Hospitality Sub-Sector in Cross River State, Nigeria (Published)

This study was a post-Ebola analysis of the impact of the dreaded disease (Ebola) on the tourism and hospitality industry, with particular reference to Eateries, Hotels, Guest Houses and allied businesses in Cross River State, Nigeria. The objective of the study was to determine the extent of the scare on consumption of the tourism/hospitality industry’s goods and services resulting from the outbreak of the Ebola virus crisis. The goods and services in focus include forest products which were vulnerable to contamination by primary carriers of Ebola disease, while the services include bed spaces, which constitute essential demands of tourists. The trades most affected were hunting, eateries, forest products (including bush meat), etc. Survey design was adopted in the study. The data gathered were statistically analysed using the Pearson Product Moment Correlation. Results indicate that: the financial viability of forest products (including local bush meat) and other allied businesses are still significant; and the profitability of tourism/hospitality businesses in Cross River State, Nigeria, still significant, especially after the World Health Organization (WHO) had issued a “No-Ebola” certification on Nigeria. The study is concluded by recommending proper education for operators in the tourism/hospitality sub-sector whose products and services were the most vulnerable during the Ebola crisis, on the need to switch to alternative businesses that will preserve the eco-system in compliance with the pursuit of the global Green-House Gas emission minimization.

Keywords: Businesses., Financial Analysis, Hospitality, Post-Ebola, Tourism

Assessing the Hygienic State of Hospital Kitchens in The Sekondi – Takoradi Metropolis of Ghana (Published)

The hygienic state of the kitchen where foods are cooked as well as the food handlers have an impact on either causing food poisoning or otherwise. Thus, leading to the conduction of the study. The study was a descriptive cross-sectional survey design with the objectives of finding out food handlers’ knowledge on hygiene; assessing the personal, food and kitchen hygiene practices of food handlers in hospitals; and assessing ways in which foods are packaged and served to patient’s hospitals. Fifty (50) kitchen staff were chosen through a purposive sampling technique and structured questionnaire was used to collect data. The data was analyzed using frequencies, percentages, charts and tables. It was found out that the respondents understood the meaning of hygiene and could state some examples. Though most of the hospitals’ kitchen staff were found to comply with hygienic measures, a few were doing the contrary which exposes the foods they prepare to contaminations. The kitchens’ packaging and delivery of food to patients were quite hygienic. However, their means of disposing off waste left much to be desired. Finally, it was recommended that the hospitals’ authorities should increase supervision over the kitchens, organize periodic training on all aspects of hygiene and food safety for staff members of the kitchens and take stringent measures against kitchen staff members who do not comply with the appropriate hygienic regulations.

Keywords: Food Contamination. Food Safety, Hospital, Hospitality, Hygiene, Kitchen

HOSPITALITY CLIMATE AND ORGANIZATIONAL COMPETITIVENESS IN THE HOSPITALITY SECTOR (Published)

Demand is on the increase for encouraging strategic human resource practices that are value-added in terms of enhancing competitive ability of organizations. The hospitality sector which has recently witnessed increased level of participation with new entrants and customer patronage is faced with heightened competition, therefore requires exploring and understanding workplace practices that are likely to influence desired outcomes. The study used a structured survey instrument named Hospitality Climate and Competitiveness Survey (HOCACS) to generate data from the sampled four star hotels in the South-South and South-West geopolitical zones. The analyzed data showed some findings thus: encouraging competency is a potent means of staying competitive as employees have the requisite skills to undertake strategic and real tasks; empowering employees and rewarding were also found to have link with competitiveness and clear communication of task and work goals were necessary practices to remain competitive. The study concluded that hospitality climate is required in the face of heightened competitiveness in the hospitality sector and recommended that managers should encourage a friendly work climate and guarantee cross-functional relationship and work member cooperation and commitment.

Keywords: Employee empowerment, Hospitality, communication, competency, employee rewards

Sympathy, Hospitality and Love in Nadine Gordimer’s The Pick Up (Review Completed - Accepted)

This paper sets out to discuss the extent to which the trinity of sympathy, hospitality and love are interwoven in Nadine Gordimer’s The Pick Up. To be sure, this postliberation novel is a stunning tribute to what Arthur Schopenhauer calls “loving-kindness” which encompasses respect for ‘otherness’ and rejection of intolerance in any shape or form. As a one-time antiapartheid activist driven by her unflinching belief in deep-dyed liberal values, Nadine Gordimer reminds us through the casting of her lead characters, to wit Julie and Abdu, that human action must always be tinged with a measure of compassion and acceptance of diversity, or else the ravages of egoism and absence of empathy will doom us. This powerful work of fiction, indeed, teaches us that it is only through the steady exercise of compassion that one can carry out one’s responsibility for the ‘other’

Keywords: Hospitality, Liberalism, Love, Otherness, Sympathy

The use of Soft Systems Methodology (Ssm) in Evaluating the Tourism Industry in Nigeria: Prospects and Challenges (Published)

The Nigerian tourism industry boasts of potentials capable of generating significant investments toward economic development. However, these potentials are undeveloped as several factors militate against them. This paper applied the Soft Systems Methodology (SSM) in evaluating the Nigerian tourism industry and proffered solutions accordingly. The following factors were found to be militating against tourism in Nigeria: Low level of demand mainly caused by poor perception of tourism in Nigeria; Inadequate publicity and negative media reports; Inadequate measures to attract private investors; Poor infrastructure/Insufficient tourism facilities; Poor manpower; Problem of land acquisition; Poor management information systems; Apathy of many Nigerians toward tourism; Security risk and Economic instability. Based on these, the paper concludes thatnecessary frameworks for structural change and adequate regulation will more effectively support the tourism industry. Consequently, the paper recommends among other things that owners and actors in the tourism sector should use diplomatic ties, foreign media, and business forums to attract foreign and local investors into the industry. Government should collaborate with stakeholders to develop adequate infrastructure that supports the industry’s growth. Prospective investors should be encouraged through incentives such as tax holidays, excise-duty-free grants, certificate of occupancies etc. Tourism related courses should not only be introduced in institutions of higher learning in the country but sponsored even abroad. International collaborations, joint military actions (JTF) and stakeholders’ involvement should be utilized in providing adequate security. Management teams should embark on active campaigns to encourage in-country tourism; while developing strategies for adequate tourism information management system.

Keywords: Hospitality, Soft Systems Methodology and Stakeholders, Tourism