Hospitality Industry In Nigeria Research Articles

Assessment of Users’ Satisfaction Levels in Selected Hotels in Lagos State, Nigeria

The blooming hospitality industry in Nigeria, particularly in major states like Lagos, has witnessed a surge in hotel construction. Ensuring the success and sustainability of hotels hinges on assessing guest satisfaction levels, taking into account the impact of the built environment on the overall experience. Elements such as architecture, design, amenities, and ambience significantly contribute to guest satisfaction. This study aims to assess user satisfaction in hotel-built environments, focusing on functionality, building quality, aesthetics, and hotel atmospherics. It employs a mixed-method approach, combining qualitative and quantitative methods, conducting case studies on selected 5-star hotels in Lagos State. Questionnaires, addressing demographics, frequency of hotel facility use, satisfaction levels, and impact assessment of various hotel elements, were distributed. Statistical measures, including frequency, mean, and standard deviation, were employed for data analysis. The assessment of user satisfaction in selected Lagos State hotels revealed nuanced insights. While parking facilities and room size received moderate to high satisfaction levels, opinions on aesthetic design and interior decor varied. Impact analysis highlighted the significant influence of spatial layout, ventilation, and infrastructure quality on user satisfaction. The findings stress the importance of targeted improvements in specific architectural elements to enhance user satisfaction. Recommendations include a strategic focus on refining parking facilities and room layouts, along with continuous improvements in aesthetic design and interior decor. By tailoring improvements to specific architectural elements based on guest expectations, hotels can contribute to a more gratifying and memorable guest experience in Lagos State.

Employees’ deviant workplace behavior, employee external prestige, and job satisfaction: Evidence from Nigeria

<p>The goal of this study is to examine how external prestige (PEP) affects workplace deviations, which are mediated by job satisfaction. The study’s sample consisted of 310 respondents who work in the hospitality industry in Nigeria, and data was collected using the purposive sampling method. Structural Equation Model (SEM) tests were performed. According to the study’s findings, job satisfaction is positively influenced by PEP, but it has a negative impact on deviant conduct in the workplace. It is clear that job satisfaction plays a detrimental role in mediating the harmful impacts of perceived external status on deviant behavior at work.<strong></strong></p>

Evaluating Service Quality and Business Outcomes Post-Pandemic: Perspective From Hotels in Emerging Market

The impact of the novel coronavirus has been severe, and while crises are impossible to predict, they must be anticipated and planned for in business. However, less is known about the preparedness of emerging markets, particularly in the hospitality industry in Nigeria. Therefore this study seeks to situate the service quality debate within the emerging hotel service arena by exploring service quality and business outcomes in selected hotels within the Ogun East senatorial district, Ogun State, Nigeria. The study adopted the survey research design, which is cross-sectional. A convenience sampling technique was adopted in arriving at the respondents. A total of 232 copies of a questionnaire were received from the customers of twenty hotels in six major towns within the Ogun East senatorial district -Ijebu-Ode, Ago-Iwoye, Ijebu-Igbo, Sagamu, Ilishan-Remo, and Iperu-Remo representing 89.3% response rate. The regression analysis was carried out to test the effect of service quality on business outcomes. The main findings of the empirical study show that there is strong support for service quality to improve business outcomes in hotels. Specifically, service quality significantly impacted both competitiveness and brand recognition, the study's two measures of business outcomes. However, taken individually, the study found that tangibility as a factor showed little impact on outcomes but a strong impact on brand recognition. Similarly, service assurance significantly affected business competitiveness but only mildly impacted brand recognition. The distinct effects of service quality and business outcomes post-pandemic in Nigeria were highlighted. It also provided hotel stakeholders and owner-managers with insights on the need to enshrine service quality management in the corporate policies to reduce customer dissatisfaction and poor business outcomes. It is also essential for hotel operators to stay abreast of the current and future needs of an ever-evolving industry and to meet the demands of guests who are becoming more sophisticated. Innovation and originality are essential to the hotel industry's outcome. This is one of the first studies to provide empirical evidence of the relationship between service quality and business outcomes post-pandemic in Nigeria. The results provide new insights into this relationship and may clarify divergent results found in the literature from other climes

Structural Change and Employee Satisfaction of Privately-Owned Hotels in Nigeria

The hospitality industry in Nigeria is going through a process of transition due to the pandemic effect of the coronavirus (Covid-19). A new policy has been given by the government as a result of coronavirus, which required certain structural changes that demand employees to be more proactive and flexible to maintain efficiency in operations. Thus, hotel organizations in Nigeria must be flexible to quickly react and adapt to internal and external changes influencing their operation. Due to the close interaction between employees and customers, there can be direct effects of the change process on customers' patronage when certain structural changes occur. Therefore, this study examines structural change and its influence on employee satisfaction in selected privately owned hotels in Abuja, Nigeria. A closed-ended questionnaire was administered to a sample of 397 employees online. A 5-point Likert scale was designed to capture and measure employees’ perceptions on variables relating to structural change and employee satisfaction. Regression analysis was used to analyze the data and test the hypothesis. Findings indicated that structural change significantly and positively influences employee satisfaction. The study concludes that effective and efficient management of every change is very crucial for organizational success and for enhanced positive employee attitude and behavior that translate into improved operational efficiency.

EFFECT OF GREEN HUMAN RESOURCE MANAGEMENT PRACTICES AND GREEN WORK LIFE BALANCE ON EMPLOYEE RETENTION IN SELECTED HOSPITALITY FIRMS IN LAGOS AND OGUN STATES, NIGERIA

Employee retention is a strategy of retaining talented employees with a specific end goal to meet business targets. Employee turnover is a symptom of deeper issues that have not been resolved. Hospitality Industry in Nigeria has faced several issues, including poor employee retention and low staff motivation. Part of the reasons for the poor employee retention and high turnover in the Hospitality Sector was owning to issues that border on green human resource management practices and green work life balance, and the inflexible nature of their job. Other certain reasons for poor employee retention include low pay, lack of development opportunities, and bad working conditions with greater efforts by staff and fewer receivables. Therefore, this paper examines the effect of green human resource management practices, green work life balance on employee retention of selected hospitality firms in Lagos and Ogun States, Nigeria. The data collected through the primary sources (questionnaire) were analysed using inferential statistics employing regression analysis. The study revealed that Green human resource management practices, green work life balance (green performance management, green employee relation, green disciplinary management, work family balance and work health balance) had a significant and positive effect on employee retention in hospitality firms in Lagos and Ogun states, Nigeria (Adj. R2 = 0.540, F (4, 669) = 176.897, p < 0.05).<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0939/a.php" alt="Hit counter" /></p>

TOURISM MANAGEMENT: A PANACEA FOR SUSTAINABILITY OF HOSPITALITY INDUSTRY

The aim of the study is to examine the effect of tourism management as a panacea for sustainability of hospitality industry in Nigeria. The study applied a quantitative method involving a survey design. A questionnaire measurement instrument was constructed and deployed on a sample of 455 respondents in the hotels, packs, tourism destinations and attraction sites included in the study. Exploratory Factor Analysis (EFA) was used to validate the constructs in the measurement instrument. Structural Equation Model (SEM) was used to estimate structural relationship between tourism management dimensions and sustainability of hospitality industry. The analysis was aided by AMOS software version 23. The results showed that destinations management, management of attraction sites, management of tourist transportation system, management of tourism intermediaries and management of security system has significant positive effect on the sustainability of hospitality industry. Therefore, the study concluded that effective tourism management and adoption of workable strategies is vital for the development and growth of the tourism sector and significant towards enhancing the tourism ecosystem and sustainability of hospitality industry.

Enhancing Customer Loyalty Through Quality Service Delivery in Hospitality Industry in Nigeria

The study examined customer loyalty through quality service delivery in the hospitality industry in Nigeria. Specifically, the study investigated how loyal customers are in the hospitality industry; the relationship between service quality and customer loyalty; customer satisfaction and loyalty, price and customer loyalty and lastly, the relationship between location and customer loyalty in the hospitality industry. The survey method of conducting research was used in this study. The study population comprised of all hotel customers in Ado- Ekiti, Ekiti State. The study adopted purposive sampling technique. The sample size of the study comprised 384 customers of hotels in Ado Ekiti. A self-constructed Questionnaire with a cronbach coefficient alpha value of 0.87 was used to get the necessary data for this study. The questionnaire contained 35 items, 8 of which provided information on the demographic variables of the respondents. The second part of the questionnaire contained 27 items which bother on the core subject matter. Two (2) research questions were raised and answered and two (2) hypotheses were posited and tested at the significance level of 0.05. Data were analyzed using descriptive statistics and pearson product moment correlation coefficient (PPMC).Findings in this study revealed that the quality of service (M=2.71≈3, SD=0.751) in the hotels in Ado Ekiti Ekiti State is good; customers are satisfied (M=2.63≈3, SD=0.754) with the hotels; prices of products and service (M=2.61≈3, SD=0.736) of hotels is good; the hotels (M=2.61≈3, SD=0.761) are easily located; and that customers’ loyalty (M=2.79≈3, SD=0.833) in the hotels is high; The study also revealed that there is a significant relationship between service quality (r = 0.445; P < 0.05) and customers’ loyalty; between satisfaction (r = 0.486; P < 0.05) and customers’ loyalty; between price (r = 0.395; P < 0.05) and customers’ loyalty; between location(r = 0.313; P < 0.05) and customers’ loyalty to hotels in Ado Ekiti, Ekiti State. Based on the findings, the study recommended that hotel management should implement customer loyalty improvement programme in order to create and maintain long-lasting relationships with customers so as to have competitive advantage and increase profitability; hotel should strive to differentiate from competitive by providing unique and high quality service to its clients. Keywords: Customer Loyalty, Service Quality Delivery, Customer Satisfaction

How Effective is the Balanced Scorecard in Business Performance Evaluation of Hospitality Industry in Nigeria?

Motivated by the need to have a multi-dimensional picture of performance of the hospitality industry in Nigeria, the Balanced Scorecard was applied in evaluating the business performance of the industry. The study adopted a survey research design with copies of questionnaire developed and administered on service personnel, unit heads, managers and guests in the surveyed hotels. Data collected from the study were coded for analysis. Results of test of hypotheses conducted with multiple regression, indicated significant relationships of all four perspectives of the balanced scorecard. Findings suggest that customer perspective (Beta= 0.131, t= 3.4474, P&lt; 0.05) contributes most to the business performance of hospitality industry in Nigeria; followed by internal business process perspective (Beta =0.096, t= 2,6667, P&lt; 0.05); then financial perspective(Beta = 0.294, t= 2.3150, P&lt; 0.05); then leaning and growth perspective(Beta = 0.154, t= 2.0649, P&lt;0.05). The analysis reported an adjusted R 2 of 0.643. The F value (19.152) was significant at 0.05 level with its P value = 0.000. It was recommended that hospitality firms in Nigeria see the need to balance their ‘unbalanced’ performance presentation by adopting the BSC as their performance scorecard; that in view of the significant contributions of the non-financial perspectives, customer, internal business process ; and learning and growth to hospitality business performance in Nigeria, there was need for firms in the industry to prioritize related issues in operational management; that hospitality firms in the country strategize to ensure all stakeholders in the business are properly served in order to improve upon its financial performance.

Training Transfer and Evaluation in Hospitality Industry in Nigeria

Training Transfer and Evaluation in Hospitality Industry in Nigeria

Human capital development in the hospitality industry in Nigeria

Purpose The purpose of this paper is to identify weaknesses in human capital development (HCD) in the hospitality industry in Nigeria and to find implementable solutions. Design/methodology/approach The author draws on the literature on HCD and the hospitality industry, as well as her experience working with practitioners to enlighten the discussion. Findings Deficiencies in HCD in the Nigerian hospitality industry are the result of a lack of sound and forward-thinking educational development, lack of a supportive environment for the meaningful employment of graduates of the educational system and social bias against vocational education, as well as inadequate hospitality skills of employees, insufficient empowerment or support from the government and hospitality industry participants. Practical Implications This paper summarises the key issues in HCD in the hospitality industry in Nigeria and the implementable solutions. The roles of the government, society and the hospitality industry are highlighted to demonstrate that HCD in the industry is a collective responsibility. Originality/value HCD has increasingly been a prominent goal of research policy in Nigeria and elsewhere but has not yet engendered much discussion in the hospitality literature.

The hospitality business in Nigeria: issues, challenges and opportunities

Purpose This paper aims to advance cooperation and collaboration as solutions to problems in the Nigerian hospitality industry. The issues and challenges plaguing the hospitality industry in Nigeria are discussed in the context of the case company, a small independent restaurant in Lagos. Design/methodology/approach Phenomenological research strategies guided the approach to this study. The authors identified a specific problem and gathered information, primarily through one-on-one interviews and a focus group, to learn how individuals within a defined industry experienced the ramifications of the phenomenon. Findings The operating environment of the hospitality sector in Nigeria has an effect on the supply of skills and the financial performance of the case restaurant and similar hospitality businesses. To improve overall performance of the industry, private-public partnerships between government agencies, hospitality colleges and hospitality businesses, strategic partnerships between expert hospitality institutions and business schools, cooperation among hospitality business owners and improvement in managerial practices could be strategic moves for an industry operating under heavy institutional hindrances peculiar to Nigeria. Research limitations/implications The authors analysed the environmental trickle-down effect that could impact the profits of the restaurant. Organisational qualities such as leadership styles, the psychology of employment and the operations or policies of the company are not viewed in this context. The issues of the restaurant and a few hospitality businesses in Lagos were flagged as a representation for the industry in Nigeria. Practical implications Predisposing factors contributing to the attributed negative trickle-down effect on the enabling business environment for the industry, strategic partnerships, attaining high standards for curriculum development at educational institutions and enhanced training, with the goal of assuring creditable skills within the hospitality industry. Originality/value This paper is among the first to examine the critical issues, challenges and opportunities facing the hospitality industry in Nigeria.

A review of the hotel industry in Nigeria: size, structure and issues

Purpose The purpose of this paper is to provide an overview of the dynamics that define, govern and shape the tourism and hospitality sector in Nigeria, in particular, the hotel industry with respect to its size, structure and salient issues that impact on it. Design/methodology/approach To explain the dynamics within the hotel sector, primary survey data from STR Global were used. In addition, content analysis of secondary data from government, education and industry sources were used to identify the issues within the industry. Findings The findings show positive indicators for employment and further expansion within the hotel sector in Nigeria. However, the lack of supporting institutions, legal frameworks and industry representation makes the management of human resources an area of concern. Research limitations/implications The findings of this research are limited due to the sample size and to the lack of publicly available data from government, education and industry. However, the implications suggest the need for a research agenda for the tourism and hospitality industry in Nigeria. This will create the framework to understand and improve best practices particularly with institutional frameworks, employment and human capital development. Originality/value The gap in the literature concerning any systematic review of the hotel industry in Nigeria makes this research timely, as it synthesises widely different sources into a coherent whole. This will help to form a reference point for future research in the field.

Keeping the business afloat

Purpose The purpose of this paper is to provide first-hand experiences of running a hotel business in Nigeria from the perspective of an entrepreneur. Design/methodology/approach An informal interview was carried out via email. Max Menkiti is an entrepreneur in the hospitality industry with extensive experience in bootstrap start-ups and operations in the UK and Nigeria. He is currently the Director of Millennium Apartments and Studios in Lagos. Before that, he developed and operated the @venue series of boutique hotels. Max has over 11 years experience in the hospitality industry in Nigeria. Findings The interview offers valuable insights for researchers in hospitality industry entrepreneurship so as to understand the rationale for business decisions. Originality/value The backdrop for this paper is the business environment in Nigeria. The transcript makes available an insider’s view of the number and form of issues that entrepreneurs face in emerging economies.

Human capital development in the Nigerian hospitality industry

Purpose This study aims to investigate the structure of human capital development (HCD) in the Nigerian hospitality industry against a backdrop of a turbulent but growing economy. Design/methodology/approach Through an in-depth review of the literature and content analysis, the study reviews the major challenges facing the Nigerian hospitality industry. Findings The findings show that to develop and improve human capital in the hospitality industry in Nigeria, the input of the private sector, government and other stakeholders is required. Research limitations/implications The findings are mainly descriptive. Further research could be enhanced by the inclusion of empirical data. Originality/value A comparative review of the HCD strategies and plans of Nigeria’s peers in the African continent presents a different perspective for identifying the gaps in Nigeria’s policies for hospitality industry.

Customer Relationship Management and Hospitality Industry in Nigeria

This study was set out to investigate Customer Relationship Management and Hospitality Industry in Nigeria, Le Meridien Hotel Limited (Ogeyi Place), Port Harcourt was used as the case study. Quantitative and qualitative data were generated from 565 respondents comprising 214 Employees (General), 246 Customers and 105 Management Staff. The study employed SPSS statistical software packages in the analyses. The finding reveals that, Relationship Building exists as a moderating variable in the CRM-BP relationships of the Nigerian hotel industry companies. This study is equally an attempt to explain the Customer Relationship Management and Hospitality Industry in Nigeria with the help of the ‘gap model’ available in literature which suggests that gaps in service occur at various instances. The study explains that the gap model is a useful tool to explain the militating factors partly. There is more to the militating factors like privacy issues, unwillingness of customers to build a relationship with the service provider and changing tastes and preferences of the customer. Using Le Meridien Hotel Limited (Ogeyi Place), Port Harcourt as a classic example of superior service quality to the customers is appropriate in this study. Some simple measures to reduce the militating factors have been mentioned, which addresses the third research question. The relevant existing theory has been reviewed and the subject has been explored, using the ‘gap model’ (Parasuraman et al 1998) mainly. Based on the research findings and analysis, recommendations have been given to reduce the militating factors at Le Meridien Hotel Limited (Ogeyi Place) and luxury hotels in general. The study recommends that hotel industry companies in today’s business environment must be technologically compliant in order to have competitive edge and build a meaningful and lasting relationship with their customers.

Assessment of Leadership Style among Hospitality Business in Abuja

Leadership is a key factor for the success of business. The main objective of this study is to assess the leadership style employed by various hospitality businesses with a view to determine the most efficient and effective leadership style suitable for the sector that could lead to success in other to curb or reduce failure of hospitality business. Data were collected from twelve hospitality organizational units cutting across directors, managers, and supervisors, through a survey questionnaire carried out in hospitality facilities made of four numbers each of the three different grade of the hospitality industry in Nigeria (five star, three, one). Data gathered was analysed using weighted mean factor and component bar chart. Also focus group discussion was employed to strengthen and collaborated evidence and findings from field observation by the author. The finding shows that amongst the various leadership styles used in the hospitality industry, transformational leadership is most effective for the industry. The study recommended that for hospitality business to be successful, it must adhere to keeping good staff, gain employee and guest/customers loyalty that improve their market share. The transformational leadership style has the highest degree of positive effect on hospitality sector that can produce business success result for the industry.

The Influence of the Economy on Hospitality Industry in Nigeria

In theory, many people patronize the hospitality industry when the economy is buoyant, thereby signifying a positive correlation between the industry and the economy. But is this true of the Nigerian situation? The contributions of the hospitality industry (represented by Hotels and Restaurants) to the Nigerian economy (represented by the Gross Domestic Products – GDP) and the GDP itself from 1980 – 2006 (27 years) were analyzed, using simple regression analysis. Lag variables were introduced in order to safe guard against autocorrelation while white noise heteroscedasticity tests were performed in order to make the conclusions more reliable. It was found that a positive correlation exists between the hospitality industry and the GDP and that the industry depends almost entirely on the economy, thereby confirming a priori expectation. What this means in effect is that for the hospitality industry to continue to be relevant, government must at all times ensure a stable but steadily rising economy. Key words : Hospitality industry Hotels Restaurants Gross Domestic Products.