Catholicon for Unproductive Customer Relationship Management on Repurchase Behaviour: A Survey of Hotel Presidential

EZE, Chigozi, 2 BUFUMOH, Akpoebi (PhD)., 3 NDIONYENMA, Juliet Progress 4 YIBOWEI, Nelson Ebiware (PhD). 5 GEORGE, Nneoma Nora

Abstract

There is inefficiency and challenges in customer relationship management practices that are affecting customer repurchase behaviour in Hotel Presidential. This study aims to investigate and address issues related to ineffective customer relationship management and its impact on customer repurchase behaviour within the context of Hotel Presidential. The study made use of descriptive survey design. The population of the study comprised customers of Hotel Presidential in Port Harcourt, Rivers State. The figure from the customer care officer/reception was given as 36 customers in the Hotel Presidential. The researcher decided to adopt a census in place of sampling, census takes place when the administration of instrument is carried out on the entire population since is manageable. The data for this study was generated using questionnaire. The data was analysed and interpreted using simple frequency, percentage distribution, charts and tables with the help of Statistical Package for Social Science (SPSS). The findings showed that, issue of customer relation management impact on customer loyalty to the services of Hotel Presidential existed. Customers were willing to refer the services to friends and relatives. Also, customers’ satisfaction with services was high. So, all of the corporate customers were satisfied with the services provided. Based on the findings, it was concluded that concluded that managing customer relationship effectively builds customer trust in the organisation. It was recommended

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