IIARD International Institute of Academic Research and Development

INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND MANAGEMENT RESEARCH (IJSSMR )

E-ISSN 2545-5303
P-ISSN 2695-2203
VOL. 10 NO. 7 2024
DOI: 10.56201/ijssmr.v10.no7.2024.pg76.88

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Customer Service and Customer Commitment of Hospitality Firms in Yenagoa, Bayelsa State

Godday, Raymond Luke (Ph.D)

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Abstract

The study investigates customer service and customer commitment of hotel firms in Yenagoa, Bayelsa State. The dimensions customer service are communication quality, staff professional and transactional convenience, while customer commitment was used as the measure. The study is cross-sectional in nature looking at different hospitality firms in Yenagoa metropolis. Employee of ten (10) hotel firms were selected to form the study respondents, which amount to one hundred and fifty (150). Questionnaire was adopted as the main instrument for data collection and the data collected was coded and analyzed utilizing the statistical package for social sciences (SPSS) descriptive statistics and inferential analysis was adopted and the Pearson Moment Correlational Coefficient (PMCC) to test the relationship between the studied variables. The findings of the study reveal that communication quality, staff professional, transactional convenience and marketing performance in hotel firms. Based on the findings. It was concluded that customer service has a significant relationship with customer commitment of hotels in Yenagoa, Bayelsa State. It is recommended that management should Provide staff with adequate training and empowerment to resolve issues promptly and effectively and management should implement training programs focused on enhancing staff professionalism which include training in customer service skills, empathy and effective communication.

keywords:

Customer Service, Transactional convenience, staff professional, communication

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