customer satisfaction in hotel industry thesis

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A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE SATISFACTION IN THE HOSPITALITY INDUSTRY

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Inas Zeinddine

Alireza Tahernejad

Mccurtis A Akpojaro

Customer satisfaction is one of the most important strategic mechanisms of best practice hotel organizations. Daily, managers and employees are continuously faced with the challenges of establishing and maintaining customer satisfaction. The purpose of this study is to seek and identify measures that can be used in the hospitality industry for purposes of assessing and evaluating customer satisfaction and customer service effectiveness. The results from the research will enable hotel owners, managers and decision makers to identify the best practices in customer service design, culminating in customer value. The primary objective of this study is to understand and identify the relationship between customer service quality and customer satisfaction in hotels in Nigeria using a case study of Amena Resorts and Hotels Limited, Oghara. The study identified the factor’s influencing customer’s satisfaction at Amena Resorts and Hotels Limited, assessed customer expectations and perceptions of service quality at Amena Resorts and Hotels Limited and identified customer satisfaction to meeting and exceeding hotel service quality and examined hotel employees on concepts to enable the hotel meet and exceed customer’s satisfaction in order to improve on the hotel customers service quality. These identified challenges will be used as learning opportunities for improvement in aspects of quality and to establish a usable model for the organization (hotels) from which strategies can be developed for the effective management of customer relations, and to ensure that customer expectations of service quality are met. The study made use of questionnaire as a key method to gather relevant data for the study. A total of 85 questionnaires were administered to the employees and guests of the hotel. 15 questionnaires were administered to the hotels employees and 65 questionnaires was administered to every guest that visited the hotel for a period of two weeks. data collected were analyzed using frequency counts and percentage. Findings revealed that the hotel offers a variety of customer’s centric services which some were satisfactory to their customers and areas of improvements were noted through the data collected. The study concludes that, the two variables (customers service quality and customer’s satisfaction) examined are significantly related and could predict the growth improve the quality of services offered, increase the patronage and consequently revenue generated at Amena Resorts and Hotels Limited.

Kuwata Goni

—This paper represents a conceptual analysis and development of a theoretical model for investigating the strength of service delivery as a mediating variable on the relationship between human resources management practices and customer satisfaction. The study would employ questionnaire survey to gather data for testing hypotheses. The proposed survey study would draw sample from customers of hotels located in Kano metropolis, Nigeria. The proposed study has the potential for creating a new knowledge and improvement of professional practice in the hospitality industry.

Enis Ademović

European Scientific Journal ESJ

This study was carried out to determine the Influence of Internal Marketing on Customer Orientation Behaviour of Hotel Employees in Nigeria. The objectives of the study include: to determine the effect of internal marketing on customer orientation behaviour of hotel employees; to investigate the moderating influence of personality on the relationship between internal marketing and customer orientation behaviour of the hotel employees; and to investigate the moderating influence of job satisfaction on the relationship between internal marketing and customer orientation behaviour of the hotels' employees. Survey research design method was adopted for the study. 83 and 174 hotel managers and employees respectively were selected for the study from 20 hotels operating in different geo-political zones of Nigeria. Questionnaire was used for collection of data. Convenience sampling method was used for selecting both the hotels' managers and guest service employees used for the study. The hypotheses were tested using multiple linear regression. It was revealed that internal marketing has significant influence on customer orientation behavior of hotels' employees; personality significantly moderates the relationship between internal marketing and customer orientation behavior of the hotel employees; and job satisfaction significantly moderates the relationship between internal marketing and customer orientation behavior of the hotels' employees. It was recommended that hotel managers should give much priority to internal marketing practice while controlling for the personality and job satisfaction of the guest service employees.

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