Submit your papersSubmit Now
For Enquiries: [email protected]
IIARD LogoIIARD

An Assessment of the Relevance of Talent Management in the Enhancement of Quality Customer Service in the Hospitality Industry in Delta State, Nigeria

Emmanuel IGBOMOR

Abstract

The Nigerian hospitality industry is highly competitive as customers are attracted to firms that provide them with the best services. Consequently, this study explored the effect of talent management on quality customer service in the hospitality industries in Delta State, Nigeria. Specifically, the study examined the effect of talent management (explanatory variable) on the dimensions of the dependent variable (customer satisfaction, customer retention, customer loyalty and customer engagement). To obtain primary data from study participants and determine the effect of talent management on quality customer service, the researcher used survey research designs in this study. 179 copies of questionnaire were given to the study participants in order to test the study hypotheses, of which 171 were considered to be valid. The data that were obtained from the respondents were analyzed using descriptive statistics and simple linear regression analysis via SPSS version 23. Findings revealed that talent management has a significant positive effect on all the dimensions of quality customer service (customer satisfaction (T=32.84, P<0.05), customer retention (T=13.45, P<0.05), customer loyalty (T=19.12, P<0.05) and customer engagement (T=7.72, P<0.05). Based on the study’s finding, it was recommended management/supervisors of hospitality firms should place emphasis on their recruitment procedures as well as their retention strategies in order to ensure that highly skilled and competent employees are attracted and retained in the organization. This will enable the organization to deliver exceptional quality customer services to their customers.

Keywords

Talent ManagementQuality Customer ServiceCustomer SatisfactionCustomer

References

Alabbas, M., Alshaboul, M.T., & Daud, D.B. (2020). Talent Management and Service Quality in the Jordanian Information Technology Companies: Conceptual Framework. Journal of Human Resource Management, 8( 2), 56-59. doi: 10.11648/j.jhrm.201200802.12. Armstrong, M. (2017). Armstrong's handbook of human resource management practice, 13th ed. New York, London: Kogan Page Limited. Barkhuizen, N., Mogwere, P. & Schutte, N., (2014). Talent Management, Work Engagement and Service Quality Orientation of Support Staff in a Higher Education Institution. Mediterranean Journal of Social Sciences, 5(4), 69-77. Doi:10.5901/mjss.2014.v5n4p69 Behera, M. K. (2016). Talent Management: still a Clandestine. The international journal of Business and Management, 4 (7), 271-276. doi: 10.24940/theijbm/2024/v12/i9/BM2409- 004 Filip, A, (2013) Complaint management: A customer satisfaction learning process. 3rd World Conference on Learning, Teaching and Educational Leadership. Procedia - Social and Behavioral Sciences, 93, 271 – 275. doi:10.1016/j.sbspro.2013.09.188 Igbomor, E. (2023). The relationship between strategic human resource management practices and employee performance: the moderating role of information communication technology (ICT) usage. International Journal of Management Studies and Social Science Research, 5(5), 294- 307. Doi:https://doi.org/10.56293/IJMSSSR.2022.4726 Igbomor, E. (2024). Exploring the Relationship between Transformational Leadership and Job Satisfaction. Journal of Strategic Human Resource Management, 13(2), 31-39. Irtaimeh, H.J, Al-Azzam J.F & Khaddam, A.A, (2016). Exploring the Impact of Talent Management Strategies and Service Quality on Beneficiaries’ Satisfaction in Jordan Healthcare Sector: Provider Point of View. Journal of Entrepreneurship and Organization Management 5, 197-204. doi: 10.4172/2169-026X.1000197 Jimoh, A.L, Kee , D.M.H & Odebunmi, A. T. (2020). Does talent management practices impact service quality in Nigeria?. Journal of Southwest Jiaotong University, 55 (5), 1-7. DOI ?10.35741/issn.0258-2724.55.5.8 Kuntonbutr C., & Sangperm N. (2019). Study on talent management influence on customer satisfaction. Polish Journal of Management Studies, 20(2), 334-344. doi: 10.17512/pjms.2019.20.2.28 Li, W., Pomegbe W. W. K., Dogbe, C. S. K., And Novixoxo, J. D. (2019). Employees’ customer orientation and customer satisfaction in the public utility sector: The mediating role of service quality. African Journal of Economic and Management Studies, 10(30), 37-46. doi: 10.1108/AJEMS-10-2018-0314 Lokhande, J. S., (2023). Talent management and its impact on organisation performance: a conceptual framework. Journal of Emerging Technologies and Innovative Research, 10(2) 823-825.doi: 10.6084/m9.jetir.JETIR2302496 Mensah, M. & Bawole, J. (2016). Unlocking the “Black Box” in the talent management employee performance relationship: Evidence from Ghana. Management Research Review, 39(12), 1546 - 1566. Doi: 10.1108/MRR-08-2015-0190 Nafei, W.A., (2015). Talent Management and Health Service Quality from the Employee Perspective: A Study on Teaching Hospitals in Egypt. American International Journal of Social Science, 4(1) 91-110. http://dx.doi.org/10.5539/ibr.v8n4p41 Poor, M.H., Poor, M. A. & Darkhaneh, M.A., (2013). The quality of service and its importance in service organizations. Arabian Journal of Business and Management Review, 3(3), 34- Qadri, U.A & Khan, M.M.S., (2014). Factors Affecting On Customer Retention: A Case Study of Cellular Industry of Pakistan. International Journal of Recent Research in Commerce Economics and Management, 1(1),1-22.https://doi.org/10.5281/zenodo. Rajini, G., (2016). Fostering Employee Engagement: Factors Contributing to Quality of Services in Hospitality Sector. 13th International Conference on Business Management. 472-492 Ramya, N., Kowsalya, A. & Dharanipriya, K., (2019). Service quality and its dimensions. EPRA International Journal of Research and Development (IJRD), 4(2), 38-41. doi: 10.36713/epra2016. Rane, N.L., Achari, A., & Choudhary, S.P.,(2023). Enhancing customer loyalty through quality of service: effective strategies to improve customer satisfaction, experience, relationship, and engagement. International Research Journal of Modernization in Engineering Technology and Science, 5(5), 427-452. doi: https://www.doi.org/10.56726/IRJMETS38104 Sadek, H.S., (2022). The Impact of Talent Management Practices on Employees Engagement in Sharm El-Sheikh Hotels. Journal of Association of Arab Universities for Tourism and Hospitality, 22(2), 132-153. http://dx.doi.org/10.21608/JAAUTH.2022.122595.1302 Schiemann, W. A. (2013). From talent management to talent optimization. Journal of World Business, 49(2), 23-31.http://dx.doi.org/10.1016/j.jwb.2013.11.012 Vivek, S.D., Beatty, S.E. & Morgan, R.M, (2012). Customer Engagement: Exploring Customer Relationships Beyond Purchase. Journal of Marketing Theory and Practice, 20(2), 127– https://doi.org/10.2753/MTP1069-6679200201 Wahba, M., (2016). Talent Management Practices Effect on Employee Engagement Applied in the Logistics Sector in Egypt. World Review of Business Research, 6(2), 28 – 45. Yuniatia , E., Soetjiptob, B.E., Wardoyob, T. Sudarmiatinb & Nikmah, F., (2021). Talent management and organisational performance: The mediating role of employee engagement. Management Science Letters, 11, 2341– 2346.doi: 10.5267/j.msl.2021.5.007

More Articles from IIARD INTERNATIONAL JOURNAL OF ECONOMICS AND BUSINESS MANAGEMENT