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ASSESSING THE EFFECT OF SERVICE PERFORMANCE OF HOTEL STAFF IN BIDA LOCAL GOVERNMENT AREA

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 Format: MS WORD ::   Chapters: 1-5 ::   Pages: 54 ::   Attributes: Questionnaire, Data Analysis ::   6,348 people found this useful
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CHAPTER ONE

1.0  INTRODUCTION

1.1          BACKGROUND OF STUDY      

           The growth and development of any organization in Nigeria especially the hospitality industry depends on effective service performance. Delivering services of high quality is an important pursuit for service providers that seek to create and provide value to their customers (Grönroos and Ravald, 2011). Through the provision of high levels of service quality, companies can achieve increased customer satisfaction, loyalty and therefore long-term profitability (Zeithaml and Bitner, 2000).

           Take the hotels for instance; the service performance in the hotel industry is so important that it could enhance customer retention and patronage. In order to provide high levels of service quality and therefore create value for their customers, service organizations need to plan the delivery of their services and to ensure the successful implementation of the actual plan (Parasuraman, Berry and Zeithaml 1985, 1988). In order to achieve this, organizations especially the hotels need to continuously assess the service performance of their staff. The assessment includes the ability of the hotel staff to adapt to new techniques, the use of equipment, and also the attitude of the employee to perform the work to satisfy international customers as a hotel guest (N. Boonjitradul, 2005).

           Excellent service quality has gained importance as a means of enhancing customer satisfaction and loyalty in hotel industry (Gouthier, M, 2012). In order to provide quality service to satisfy customers and gain competitive advantages, enterprise managers must identify and evaluate service quality attributes that significantly affect customer satisfaction.

           Tailoring of customer service has seen more and more customers switch from one service provider to another, this is seen especially in the hotel sector where guests prefer a high level of service, and individual requirements are therefore much differentiated. Little (2011) gave an example of Banyan Tree Hotels where customers were offered tailored reservation to their taste; such as enjoying dinner on the ocean sandbank with a poem written in the sandbank plus some music played by the boat crew. The study in this regard will assess the effect of service performance of hotel staff using Bida local government area as the case study.

1.2  STATEMENT OF THE PROBLEM

The study on assessing the effect of service performance of hotel staff came about as a result of lack of in-flow of customers   due to poor service rendered by the staff. The continuous decline in service delivery in most hotels in Bida L.GA could be as a result of poor supervision of the employees, it could be the level of work load and lack of work-life balancing or lack of incentives/salaries.   Finally, most of the research has been carried out hotel staff training but not even a single research has been carried out on assessing the effect of service performance of hotel staff.

1.3  AIMS AND OBJECTIVES OF STUDY

The main objective of the study is to determine the effect of service performance of hotel staff in Bida local government area. Other specific objectives of the study include:

  1. to determine the effect of training on the performance of hotel staff.
  2. to determine the effect of teamwork on the performance of hotel staff.
  3. to determine the effect of work environment on the performance of hotel staff.

1.4  RESEARCH QUESTIONS

1     What is the effect of training on the performance of hotel staff?

2     What is the effect of teamwork on the performance of hotel staff?

3     What is the effect of work environment on the performance of hotel staff?      

1.5  STATEMENT OF RESEARCH HYPOTHESIS

Ho           There is no significant relationship between training and hotel staff service performance.

H1           There is significant relationship between training and hotel staff service performance.

1.6  SIGNIFICANCE OF STUDY

The study on assessing the effect of hotel staff will be of immense benefit to the entire Bida local government area. The findings will educate the employers to understand the factors affecting staff performance, it will also enable managers of hotels to know how to help employees in their deficient areas other to earn higher profit in future. Finally the study will contribute to the body of existing literature and knowledge in this field of study and provide a basis for further research.

1.7          SCOPE OF STUDY

            The study on assessing the effect of service performance of hotel is limited to Bida local government area.

1.8          LIMITATION OF STUDY

Financial constraint- Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).

Time constraint- The researcher will simultaneously engage in this study with other academic work. This consequently will cut down on the time devoted for the research work.

1.9           DEFINITION OF TERMS

Assessing      Evaluate or estimate the nature, ability, or quality of.

 

Effect      A change which is a result or consequence of an action or other cause.

Service    The action of helping or doing work for someone.

Performance    An act of presenting a play, concert, or other form of entertainment.

Hotel       An establishment that provides paid lodging on a short-term basis.

Staff        All the people employed by a particular organization.

 


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Paper Information

Format:ms word
Chapter:1-5
Pages:54
Attribute:Questionnaire, Data Analysis
Price:₦3,000
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