Service Quality, Customer Satisfaction and Behavioural Intentions: Application of Lodging Quality Index Model On Hotels in South East, Nigeria (Published)
This study aimed to assess the relationship between service quality, customer satisfaction and behavioural intentions of guests at selected 3-star hotels in Onitsha business district and Enugu metropolis in South East, Nigeria. Survey design was adopted for the study. The target populations were guests in the 3-star hotels from the ages of 18 years and above. A structured questionnaire was administered to 200 guests of the hotels. The data collected were analyzed with descriptive statistics, such as frequency and percentages, and tested with Pearson Correlations to examine the nature of relationships between service quality dimensions, customer satisfaction, and behavioural intentions. The results show that the service quality dimensions; tangibility, reliability, responsiveness, confidence, communication, had strong relationships with customer satisfaction. The result equally revealed that customer satisfaction had a strong relationship with behavioural intentions. That is, the guests of the hotels were satisfied with the services, and are willing to recommend, revisit, and give positive reviews.
Citation: Okocha, Rejoice Ebere, Agina, Emeka Kenechi, Ojiula, Uchemefuna Benjamin (2021) Service Quality, Customer Satisfaction and Behavioural Intentions: Application of Lodging Quality Index Model On Hotels in South East, Nigeria, British Journal of Marketing Studies, Vol. 9, Issue 4, pp.18-35
Assessing the Impact of Safety Practices of Employees on Performance in the Production Unit of Some Selected Hotels in Takoradi, Ghana (Published)
It has become necessary for safety standards to be maintained and sustained in organizations so that frequent incidents or accidents are curtailed, breakdown of equipment are minimized and the life of employees and the life span of equipment are prolonged. This research work sought to explore employee’s safety practices on performance in the production unit of some selected hotels in Takoradi aimed at achieving these objectives – Identify safety practices and policies in the production unit of hotels and determine the extent of compliance of the safety practices. The study examined 164 respondents using a proportionate stratified sampling to select respondents from the hotels while the hotels were sampled purposively. The results revealed that all the employees of the selected hotels had existing organizational policies ensuring safety at the workplace but some did not comply which could be quite dangerous to their safety and so some disciplinary measures were meted out to employees who did not comply with the safety measures laid down which ranged from written warning letters given to the employees (70%) with 10% having a month suspension without pay. However, those employees who demonstrated a higher degree of safety were either given outstanding employee plaques or their salaries and allowances were increased – 39% and 25% respectively.
Hospitality Industry, which majorly consists of hotels and restaurant chains and related services, is one of the largest service industries in the world. Most countries in Africa have realized that the development of hospitality industries is also important for economic diversification. The study assessed the influence of strategic alliances on growth of hotel industry in Eldoret town, the headquarters of Uasin Gishu County in the North Rift region of Kenya. Based on the study this paper explores the effects of outsourcing on growth of hotel industry. The study adopted a descriptive survey research design with a target population of 220 in the hotel industry in Eldoret town. A sample of 112 respondents was drawn proportionately from four categories of hotels using stratified random sampling technique. A semi-structured questionnaire was administered to collect the required data. Data was analyzed using both descriptive and inferential statistical techniques with the aid of a computer software known as Statistical Package for Social Sciences (SPSS) version 20. Multiple regression analysis was used to analyze the data. The study found that outsourcing had contributed to increased hotel sales, profits, product/service quality and reduction of costs. It was therefore recommended that hotel managers need to understand the benefits as well as the challenges that come with outsourcing. The findings of the study will be of benefit to hotels with limited resources and exposed to growth opportunities as they will be able to appreciate the role of outsourcing in leveraging on large firms’ resources for profitability, growth and expansion.
An Assessment of the Effect of Distribution Alliance on Growth of Hotels in Eldoret Town, Kenya (Published)
Strategic alliance enables firms to remain competitive and thus survive, grow and prosper. In order for enterprises to survive in a rapidly changing business environment, they are increasingly forming strategic alliances with other firms. This paper assesses the influence of distribution alliances on growth of hotel industry in Eldoret town. The paper is based on a study that sought to evaluate the influence of strategic alliances on the growth of the hotel industry in Eldoret town in North Rift region of Kenya. The study applied the Resource Dependency theory and the Resource Based theory and adopted a descriptive survey research design on a target population of 220 respondents involved in the hotel industry in Eldoret town. A sample of 112 respondents was drawn proportionately from four categories of hotels using stratified random sampling technique. A semi-structured questionnaire was administered to the respondents to collect the required data. Data was analyzed using both descriptive and inferential statistical techniques with the aid of the Statistical Package for Social Sciences (SPSS) version 20. Multiple regression analysis was also used to analyze the data. The study established that distribution alliance had increased the hotel sales, profits, product/service quality and reduction of costs. Further, strategic alliance had increased market share and enabled hotel businesses to gain competitive advantage. The study also established that the hotels have improved proximity to customers and faster and easier market penetration due to strategic alliance. Based on the research findings and conclusion in the study, it is recommended that hotels need to come up with governance structure that governs strategic alliance. This will help reduce problems encountered in strategic alliance.