عنوان

Impact of Communication on Customers' Satisfaction in Hospitality Industry in Kwara State, Nigeria

شماره

TL51810

زبان متن نوشتاري يا گفتاري و مانند آن

انگلیسی

عنوان اصلي

Impact of Communication on Customers' Satisfaction in Hospitality Industry in Kwara State, Nigeria

نام عام مواد

[Thesis]

نام نخستين پديدآور

Adebayo, Adeyemi Abdulwasiu

نام ساير پديدآوران

Abdulraheem, Issa

نام ناشر، پخش کننده و غيره

Kwara State University (Nigeria)

تاریخ نشرو بخش و غیره

2019

متن يادداشت

162 p.

جزئيات پايان نامه و نوع درجه آن

M.S.

کسي که مدرک را اعطا کرده

Kwara State University (Nigeria)

امتياز متن

2019

متن يادداشت

In the hospitality industry today, there is a growing opinion that communication is an interactive dialogue between the hotel and its customers that takes place during the pre-selling, selling, consuming and post consuming stage. However, the question is not whether to just communicate to the stakeholders or rather what to say, to whom and how often. This study, therefore, examined the relationship between effective communication and customer satisfaction. This study utilized a mixed-method (Triangulation method) approach. The quantitative data were collected from 258 customers selected through a multi-stage sampling technique using a survey instrument, while four respondents from the selected hotel customers in Offa and Ilorin metropolis were purposively selected for interviews using semi-structured questions. Structural equation modeling (PLS-SEM) and Nvivo software were used to analyze the data collected from the questionnaire surveys and interview respectively. The statistical results showed a positive and significant relationship between effective communication (communication channel, communication mix, and message design) and customer loyalty. The results also revealed a positive and significant relationship between communication and customer retention constructs except between communication mix and customer retention, which suggests that there is a need for mediation. The qualitative findings support the result of the quantitative study for both customer retention and customer loyalty. It was revealed that an effective communication is a predictor for the customer satisfaction of the hospitality industry. The implication of the findings revealed that the variables used to measure communication significantly impacts on customer satisfaction which signifies that when hotel creates awareness about their brand, prioritize their message to elicit customers' action towards patronage, using cost-effective message channel and mix to reach their esteemed customers, there is possibility of meeting and even exceeding their satisfaction through building customers loyalty and reduce the rate of customer defection.The study recommends that the service providers should effectively communicate with their esteemed customer by appropriately design their communication messages, select proper communication channel and mix that will guarantee customer satisfaction. It was concluded that customer satisfaction can be improved through brand awareness, communication channels, communication mix, and message design processes. Both management and policymakers need to restructure the communication strategy to align with the hotel set target. The study, therefore, concluded that both management and junior staff should develop more interest in best communication strategies to retain both new and old customers.

اصطلاح موضوعی

Business administration

مستند نام اشخاص تاييد نشده

Adebayo, Adeyemi Abdulwasiu

مستند نام اشخاص تاييد نشده

Abdulraheem, Issa

مستند نام تنالگان تاييد نشده

Kwara State University (Nigeria)

نام الکترونيکي

فرمت انتشار

p

نوع ماده

[Thesis]

کد کاربرگه

276903

سطح دسترسي

a

تكميل شده

Y