Exploring the Relationship Between Service Management and Customer Satisfaction: A Case Study of Western Sun Hotels, Osun State (Published)
The hospitality industry is highly service-driven, with service management playing a crucial role in shaping guest experiences and sustaining hotel competitiveness. In medium-scale hotels, particularly in Nigeria, challenges such as service inconsistencies, limited resources, and rising customer expectations necessitate effective management strategies. This study examined the relationship between service management practices and customer satisfaction at Western Sun Hotels, Osun State. The research problem stemmed from observed operational lapses, including delayed services and inconsistent quality, which could undermine guest satisfaction and loyalty. A descriptive research design was adopted, targeting both guests and hotel staff directly involved in service delivery. Using a multistage sampling technique, a total of 70 respondents (60 guests and 10 staff) participated. Data were collected through structured questionnaires covering demographic profiles, perceptions of service management, and satisfaction levels, with responses rated on a 4-point Likert scale. Descriptive statistics summarized respondent characteristics, while the Pearson Product-Moment Correlation tested the relationship between variables. Findings revealed a positive and statistically significant relationship between service management and customer satisfaction (r = 0.301, p = 0.011), indicating that improvements in service delivery, staff professionalism, and responsiveness lead to higher guest satisfaction. The results align with existing literature on the importance of service quality dimensions in enhancing customer experiences and loyalty. The study concludes that structured and customer-focused service management is essential for sustaining repeat patronage and competitive advantage in the Nigerian hospitality sector. It recommends continuous staff training, periodic service quality assessments, and personalized guest engagement strategies to strengthen satisfaction and loyalty.
Keywords: Hospitality industry, customer expectations, effective management strategies, hotel competitiveness, service management, service-driven
OPPORTUNITY FOR INNOVATION AND ORGANIZATIONAL CITIZENSHIP BEHAVIOUR IN THE NIGERIAN HOSPITALITY INDUSTRY (Published)
The purpose of this study was to examine the relationship between opportunity for innovation and organizational citizenship behaviour in the Nigerian hospitality industry. The cross sectional survey was conducted with a sample size of 1450 workers drawn from a population of 3768 workers in the South-South geopolitical region of Nigeria. The scales used were within the acceptable Cronbach Alpha values of 0.7, which was interpreted to be reliable. A total of 1,093 copies of completed and usable questionnaire were used for data analysis. Furthermore, the data obtained were analysed using the Spearman Rank Order Coefficient. The results reveal that opportunity for innovation is strongly related to altruism, conscientiousness, civic virtue, courtesy and sportsmanship. The findings suggest that organizations conducive for innovation tends to promote extra discretionary employee behaviour. The study concluded that in the presence of opportunity for innovation of the worker, organizational citizenship behaviour is activated.
Keywords: Altruism, Civic Virtue, Conscientiousness, Courtesy And Sportsmanship, Hospitality industry, Innovation, Organizational Citizenship Behaviour