E-RESERVATION AND GUEST SATISFACTION IN THE HOSPITALITY INDUSTRY IN RIVERS STATE, NIGERIA
Abstract
This study was carried out primarily to investigate the relationship between e-reservation and guest satisfaction in the hospitality industry in Port Harcourt, Rivers State, Nigeria. The objectives of the study were to; Ascertain the relationship between e-reservation and repeat patronage and brand loyalty respectively of hotel guests in Rivers State, Nigeria. Descriptive survey research design was adopted for the study. The population of study was large and unknown. Consequently, the sample size of 246 determined using Freund and Williams formula for sample size determination from a infinite population. Primary data was utilized in the study. Primary data were collected a well structured questionnaire and administered to the guests of hotel organizations in Port Harcourt, Rivers State, Nigeria. The questionnaire was validated through face, and content validity. The internal consistency of the instrument was excellent (.991) using Chronbach Alpha. Statistical tools for data analyses included descriptive analysis and Pearson’ Product Moment Correlation. The study therefore concluded that acquiring e-business infrastructure is essential for hotels that want to enhance guest satisfaction. Major findings showed that e-reservation had positive significant relationship with guest satisfaction. It was recommended that The owners/managers of hotels should take advantage of the e-business revolution by investing in it in order not to loose customers to competitors, only modern ICT infrastructure should be used to empower the e-business operations, hotel owners should employ competent staff that are ICT compliant, and appropriate training and development programmes should be initiated to update the skills of the old staff
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