IIARD International Institute of Academic Research and Development

JOURNAL OF HOTEL MANAGEMENT AND TOURISM RESEARCH. (JHMTR )

E- ISSN 2756-5807
P- ISSN 2695-2408
VOL. 4 NO. 1 2023
DOI: https://doi.org/10.56201/jhmtr.v4.no1.2023.pg47.66

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Impact of Human Resource Management Practices on Customer Patronage in the Hotel Industry: A Case Study of Port Harcourt, Rivers State, Nigeria

China, M.A.H., Deedam, J.N. & Amadi, G.A.

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Abstract

This study investigated the influence of human resource management practices on customer repeat patronage within the hotel industry of Port Harcourt Local Government, Rivers State. The descriptive survey design was adopted for the study. The population for the study comprised hotel staff and guests of hotels. A sample size of 110 hotel staff and 110 guests were selected for the study with a commendable response rate of 91% achieved. The instrument used for data collection was a self-structured questionnaire which was validated by three validates. The Cronbach Alpha was used in determining the reliability of the instrument and a reliability coefficient of 0.72 was obtained. The data generated were analyzed using mean, percentage, and standard deviation. The 20.0 version of Statistical Package for Social Sciences (SPSS) was used to code the data obtained. The hypotheses were tested at 0.05 level of significance using t-test. The test of hypotheses revealed that the three hypotheses were accepted. The findings reveal a positive perception among hotel employees regarding training and development practices, with room for improvement in interpersonal skills training. Employee empowerment practices, including autonomy and decision-making, were perceived positively, emphasizing the need to encourage employees to take initiatives independently. Employee engagement and morale-building practices were also well-received, highlighting the importance of fostering a positive work environment. Importantly, this study establishes a significant and positive relationship between human resource practices and customer patronage. The practical implications suggest that tailoring training programs, empowering employees with clear guidelines, involving employees in decision-making, and continuing to organize team-building activities are vital strategies for enhancing customer satisfaction, loyalty, and profitability in the competitive hotel industry.

keywords:

Human resource management; Customer repeat patronage; Hotel industry; Training and development; Employees

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