Customer Care: Antecedent Tool for Customer Patronage Among Selected Hotels in Southwest Nigeria
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Date
2019-04-01
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Volume Title
Publisher
International Journal of Management Studies
Abstract
The study investigated the influence of customer care on customer patronage of selected hotels in southwest, Nigeria. Primary source of data collection was adopted while multiple sampling techniques were used. Specifically, stratified, heterogeneous purposive and proportionate sampling techniques were utilized. A total number of 69 hotels consisting of all categories were sampled. A survey research design was adopted while questionnaire was used to collect data from 400 customers as respondents. Descriptive and inferential statistics were used to measure customer care. Constructs for customer care were satisfaction with staff relation, staff good assistance, staff good listener and commendable warmly greetings. Findings showed that customer care is capable of influencing patronage of hotels in southwest Nigeria. Giving these results, and in ranking we concluded that patronage is a function of giving assistance to customer when needed, ensuring exemplary courtesy, good relations and be a good listener. The study recommended that investors in hotel business should employ qualified personnel and engage in continuous train and retrains of staff in order to be professionally fit in their duties for customer engagement.
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Keywords
Staff relations, Good listener, Assistance, Greetings, Satisfaction, ustomer care Hotels, Customer patronage