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SERVICE MANAGEMENT IN HOSPITALITY INDUSTRY (A CASE STUDY OF MONTY SUIT INTERNATIONAL HOTEL)

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 Format: MS WORD ::   Chapters: 1-5 ::   Pages: 67 ::   Attributes: Questionnaire, Data Analysis, Abstract ::   2,403 people found this useful
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CHAPTER ONE

INTRODUCTION

  1. BACKGROUND OF THE STUDY

Tourism is the fastest growing industry in the world over the past 50 years with no signs of slowing down in the 21st century. Apart from a country’s beautiful environment, the warmth of the local population, and political and economic stability, tourists’ memorable souvenirs are deeply influenced by the type of service that they lodge. Therefore, hotels have to strive to deliver to their guests, not only their guests, not only their products and services, but also ‘quality’ and ‘satisfaction’ that may lead to long-lasting survival and profitability.

Quality is the cornerstone for success in any business and is perceived as a key factor in acquiring and sustaining competitive advantage. Many studies have shown that quality service increases market shares, provides greater return on investment and lowers production costs. Providing quality service improves satisfaction of customers and this believed to lead to increased international visitation, repeat purchases of the same tourist products, customer loyalty and relationship commitment. Moreover, highly satisfied tourists spread positive word-of-mouth and in effect become walking, talking advertisements for providers whose service has pleased them, thus lowering the cost of attracting new customers. Also, highly satisfied customers may be more forgiving. Someone who has enjoyed good service in the past is more likely to believe that a service failure is a deviation from the norm. Hence it may take more than one unsatisfactory incident for loyal customers to change their perceptions and consider switching to an alternative service provider. Additionally, companies which command high customer satisfaction ratings also seem to have the ability to insulate themselves from competitive pressures-particularly price competition.

Customers are often willing to pay more to stay with a firm that meets their needs than to take the risk associated with moving to a lower-priced service provider. On the other hand, tourist dissatisfaction and low service quality may lead to unfavourable behavioural intentions, such as spreading negative comments about the service provider or even destination, changing destination for their holidays, complaining and redress seeking. Therefore, hotel operators have much to gain if they can understand tourists’ expectations of them since this would assist them in serving their customer in better way.

  1. STATEMENT OF THE PROBLEM

The hospitality industry is one the fastest growing sector in Nigeria however there are still some challenges faced by hotels in Nigeria. Some of these challenges could be poor service management, or the type of service management strategies used by these hotels in Nigeria. Lastly most of the studies on hospitality industry are focused on the challenges of the hospitality industry and their contribution the economic development in Nigeria. But not even a single study is based on the service management in hospitality industry; hence a need for the study.

1.3 AIM AND OBJECTIVES OF THE STUDY

The main aim of the research work is to examine service management in hospitality industry. The specific objectives of the study are:

  1. to determine the types of services management strategy in monty suit international hotel
  2. to examine whether the service management in monty suit international hotel effective
  3. to identify the factors affecting service management in monty suit international hotel
  4. to recommend ways to improve the service management in monty suit international hotel

1.4 RESEARCH QUESTIONS

 The study came up with research questions so as to ascertain the above objectives of the study. The following research questions guide the objectives of the study:

  1. What are the types of services management strategy in monty suit international hotel?
  2. Is the service management in monty suit international hotel is effective?
  3. What are the factors affecting service management in monty suit international hotel?
  4. What are the ways to improve the service management in monty suit international hotel?

1.5 STATEMENT OF THE HYPOTHESIS

H0: the service management in monty suit international hotel not effective

H1: the service management in monty suit international hotel effective

1.6 SIGNIFICANCE OF THR STUDY

The study on the service management in hospitality industry will be of immense benefit to the management and staff of monty suit international hotel. The study will explore the determinants of service management and how it can implemented in the monty suit international hotel. The finding of the study will educate the management of monty suit international hotel in ways of improving the service management strategies so as to enhance the level of patronage. The study will serve as a repository of information to other researcher that desire to carry out similar research on the above topic. Finally the study will contribute to the body of the existing literature on service management in hospitality industry.

1.7 SCOPE OF THE STUDY

The study will cover on service management in hospitality industry with focus on monty suit international hotel

1.8 LIMITATION OF THE 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

Service management: Service Management is a customer-focused approach to delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship


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Paper Information

Format:ms word
Chapter:1-5
Pages:67
Attribute:Questionnaire, Data Analysis, Abstract
Price:₦3,000
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