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