Facilities, Customer Service and Leisure Guests’ Choice of Hotels: The View from Hotel Managers’ Side (Published)
A survey of 84 hotel managers in Awka metropolis, Anambra State, Nigeria was conducted in January and February, 2024 to test a model of consumer choice of hotels developed by Ogbunankwor and colleagues in 2023 in which two factors (facilities and customer service) predict consumer choice of hotels. Multiple regression analysis was employed to test the formulated hypotheses with the aid of SPSS Version 20.0 software at 5% level of significance. Findings indicate that the two factors tested, namely facilities and customer service influence leisure guests’ choice of hotels. More importantly, customer service has more influence than facilities. As a result, this finding contradicts previous research executed from a guests’ perspective by Ogbunankwor and colleagues in 2023 that found facilities to have more influence than customer service. That is to say, this study is a confirmation that hotel managers do not totally understand their guests. Although the model achieved a good fit, future research is needed to validate the model in other perspectives and future research is also needed to develop a comprehensive model of consumer choice of hotels. Implications for global and particularly Nigerian industry stakeholders are discussed.
Keywords: Choice, Customer Service, Hotel, Managers, facilities, leisure guests
Environmental Management and Recreational Facilities Usage: A Study of Kainji Lake National Park (Published)
Assessment of Environmental and Recreation Facility Maintenance was carried out in Kainji Lake National Park. Questionnaire method of data collection was employed to collect the data needed. Purposive and simple random techniques were adopted to sample respondents in the study area. One hundred questionnaires were designed and administered. The data collected were analyzed through simple percentage and presented in table and charts. However, the results showed that recreation facilities are 99% present, while swimming pool is 65% functional. The study showed that visitors came there three times in a week indicating 44% of the respondents while on maintenance of the park environment and the facilities indicated 94% and 88% of the respondents respectively. The study further recommended the followings facilities basketball pitch. Hockey game, volley ball and well-constructed swimming pool.
Keywords: Environment, Maintenance, Recreation, Usage, facilities, park