IIARD International Institute of Academic Research and Development

IIARD International Journal of Economics and Business Management (IJEBM )

E-ISSN 2489-0065
P-ISSN 2695-186X
VOL. 9 NO. 4 2023

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Quality Service Initiatives and Customer Retention of Four-Star Hotels in Port Harcourt

OGONU, Gibson Chituru. IHUNWO, Elvis C.

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Abstract

This study examined the requirements of quality service initiatives and customer retention of four-star hotels in Port Harcourt, Nigeria. The study adopted descriptive research design to establish a relationship between quality service initiatives and customer retention. Both primary and secondary methods of data collection were used to obtain relevant data for analysis. The instrument of data collection employed was the questionnaire. The study population comprised of The population of the study consists of four (4) star hotels in Port Harcourt. The study focused attention on officers with job titles such as hotel managers, operations managers, heads of departments, unit heads and duty managers or supervisor as respondents for the study hence a total of fifteen (15) respondents per four-star hotel, giving a total of sixty (60) respondents as sample for this study. The data was analyzed using the Spearman Rank Order Correlation Coefficient statistic through the aid of statistical packages for social science version 23.0. The result of the findings revealed the existence of significant and positive relationship between quality service initiatives and customer retention of four-star hotels in Port Harcourt. The researchers conclude that quality service initiatives affect customer retention of four-star hotels in Port Harcourt and therefore recommended that management of four-star hotels in Port Harcourt should pay attention to quality service initiatives and other factors which may lead to customer retention..

keywords:

Quality Service Initiatives, Customer Retention, Empathy, Responsiveness, Tangibility

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References:

Ayele, G. A. (2012). Positioning strategies adopted by five star hotels in Nairobi, Kenya. .
Nairobi: Unpublished Thesis, University of Nairobi.

Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of employee empathy on customer
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Berry, L. L., Wall, E. A., & Carbone, L. P. (2016). Service clues and customer assessment of the
service experience: Lessons from marketing. Academy of Management Perspectives,
20(2), 43-57.

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