Impact of Employee’s Personality Traits on Customer Patronage of Hotels in Southwest, Nigeria (Published)
This study examines the influence of Employee’s Personality traits on customer patronage among selected hotels in southwest Nigeria. Neuroticism, extraversion, openness to experience, conscientiousness, and agreeableness were used as explanatory constructs of employee’s personality. Survey, heterogeneous purposive, and hierarchical multiple regressions were employed to analyse data collected. The population of the study was 5,316 of the hotel customers from the six states in Southwest Nigeria. The sample size for the study was 484. Considering the influence of employees’ personality via its explanatory variables on customer patronage, it was found positive and significant. It was concluded that for the organisation to continue enjoying the unbreakable patronage of the customers is a function of big five constructs of the independent variable. It was recommended that management should set up necessary apparatus that will ensure a good recruitment exercise.
Keywords: Customer patronage, Neuroticism, Openness to Experience, agreeableness, and conscientiousness, employee’s personality
Determinants (Security, ICT and Room Service) of Customers’ Patronage of Star-Rated Hotels in Port Harcourt, Rivers State (Published)
This study examined the determinants of customers’ patronage of star-rated hotels in Port Harcourt, Rivers State. The specific objectives, three research questions and one null hypothesis guided the study. The study adopted a descriptive survey design. The population was all the 28, 670 estimated guests at 15 selected hotels in Port Harcourt which have a minimum of 100 room capacities. A total of 377 guests (201 males and 176 females) at 15 selected hotels were selected using the convenient sampling technique. A four-point rating questionnaire was used to collect data. The data for this study were collected using the indirect contact approach with the help of the hotels’ receptionists after obtaining approval from the managements. Mean scores and standard deviation were used to answer the research questions while the hypothesis was analyzed using a one-way or factorial ANOVA at 0.05 level of significance. Major findings are that security is paramount for hotel customers’ choice, and a major determinant for patronage of large hotels; the presence of security personnel was not accepted as a determinant of customers’ patronage of star hotels; functional and active ICT systems are an expectation and determinant of customers’ patronage of star hotels. The total mean scores indicate that quality room service is an expectation of customers from large hotels, and a prerequisite for patronage. Clean public areas like corridors were not an expectation to determine patronage; the presence of quality facilities in star hotels is a determinant of patronage by prospective customers for large hotels. The F-statistic of 23.99, and the p-value of 0.000004 implied that these three variables (security concerns, ICT expectations, and room service expectations) are significant determinants of customers’ patronage of star-rated hotels in Port Harcourt. The study recommended the need for collaboration with industry stakeholders and local authorities to ensure that security, ICT advancements, and service standards align with global best practices. The study concluded that for star hotel managers to win and retain patronage and loyalty of customers and potential customers, there is utmost need for an examination of this study’s reports.
Keywords: Customer patronage, Hotels, ICT, Security, room service
Service Quality and Customer Patronage: A Moderating Role of Staff Remuneration (Published)
The study focused on service quality and customer patronage: a moderating role of staff remuneration. To achieve the objective of the study, survey research design was adopted. The researcher adopted primary data in getting the required information through the use of structured questionnaire. The population for this study is made up of all the customers of the selected hotels in Umahia, Abia state. Since the actual population of customers cannot be ascertained, the study will adopt infinite sampling. Therefore, sample size of the study is 196 after adopting infinite formula. The data generated from questionnaire administration were analyzed using frequencies, percentages and mean deviation while the hypotheses were tested using multiple regression analysis. The findings revealed that service reliability, service tangibility, service assurance, service responsiveness and service empathy have significant influence on customer patronage. The findings also revealed that staff remuneration has a moderating influence on the relationship between service quality and customer patronage in hotels. Based on the findings, the study recommends that employees of the hotels should give proper concentration to customers and should be willing to attend to them at every given time in order to gain their trust. That will guarantee repeat patronage. Also, hotel owners and managers should ensure that employee remunerations are provided as at when due. This would motivate employee to deliver quality service which will in turn affect customer patronage positively.
Keywords: Assurance, Customer patronage, Reliability, Service Quality, responsiveness and empathy., staff remuneration, tangibility