EVALUATE THE ELECTRONIC SERVICE DELIVERY AND PERFORMANCE OF SELECTED THREE-STAR HOTELS USING SERVQUAL
Abstract
The purpose of this study is to empirically evaluate the relationship between Electronic Service Delivery and Performance of selected Three-Star Hotels in Port Harcourt using SERQUAL. Electronic Service Delivery is operationalized by Responsiveness, Reliability as against Hotel Performance A cross-sectional survey method was adopted as the research design. The population of the study constituted 10 selected three-star hotels in Port Harcourt using simple random sampling. Judgmental Sampling of Non-probability sampling technique was adopted to determine a sample size of 40 (4 managers of each hotel). Self-administered copies of questionnaire consisting of closed ended questions, structured on five (5) points Likert scale was designed and adopted as a method of data collection. Pearson Product Moment Coefficient was adopted to test if there is a relationship and also to clarify whether the relationship is positive or negative. The initial data was conducted using Statistical Package for Social Sciences (SPSS) software version 23. The findings of the study indicated that there exists a positive significant relationship between Electronic Service Delivery and Hotel Performance. The researcher recommends Hotels should adopt international hospitality standards of service delivery processes so as to be competitive, furthermore, hotel managers should try to invest more in the use of electronic service delivery and lastly, hotel managers must arm their staff with modern electronic service delivery processes so as to improve hotel performance.
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