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
The Hospitality Industry and the Comfort of Customers: The Case Study of Airport Inn Hotel (AIH) In Tamale (Published)
In today’s highly competitive hospitality industry, advancing service quality is significant in lifting the status of the hospitality and tourism industry. Clienteles’ satisfaction with hotel service delivery is recognized as one of the criteria used to measure the quality of hospitality services. The expression of satisfaction with hospitality service delivery results in the appreciation of the services provided. There is a large body of literature available on customer satisfaction but only a few scholarly studies are directly put on the satisfaction of the customer in relation to the tourists in Tamale Ghana. This study therefore, assesses the effect of the services rendered at the Airport Inn Hotel on tourists’ satisfaction. This survey was conducted at a 3.5 Star Airport Inn Hotel (AIH) in Tamale amongst 100 tourists who were systematically sampled within a period of two months continuously and 10 service providers. Appropriate statistical analyses such as frequencies and percentages were utilized. Results of the study revealed that a high percentage of tourists had high expectations with hotel services. Analysis of tourists’ satisfaction with the hotel services provided revealed that a significant percentage of tourists were satisfied with the services delivered. The relationship between tourists’ expectations and the various measures of service delivery (safety and security, politeness of the staff and physical facilities) were established. Service providers’ commitment and tourists’ characteristics were also found to be significantly related. Based on the results the study advocates that hospitality service providers should pay attention on customers’ personalities and expectations when it comes to enhancing their satisfaction. This study may be important to researchers in hospitality and tourism in understanding guest satisfaction and their comfort in the hotel industry especially in the research area Tamale.
Keywords: Customer Satisfaction, Hospitality, Security, comfort, relationships safety