INTEGRATED HOSPITALITY SERVICES AND GUESTS’ PATRONAGE OF LUXURY HOTELS IN RIVERS STATE, NIGERIA
Abstract
In Nigeria today, customer cultivation and retention in the harsh post COVID-19 business environment, aggravated by problems occasioned by oil subsidy removal, is a challenge and concern tohotel managers as their survival depends on deployment of appropriate response strategies. The aim of this research, therefore, was to evaluate the effect of integrated hospitality services on guests’ patronage of luxury hotels in Rivers State, Nigeria. Descriptive survey research design was adopted for the study; the population of which comprised 246 guests drawn from 10 luxury hotels during the 2023 Christmas festive seasonin Port Harcourt. Primary data were collected from a well-structured questionnaire, administered on the guestsand complimented by secondary data from academic journal papers. Statistical tools for data analyses include; simple percentage, mean scores and standard deviation as well as Multiple Regression Analysis. The findings of the descriptive analysis revealed integrated hospitality services delivery competence and high guests’ patronage during the period of our investigation. Multiple regression analysis showed that all the 4 indicators of integrated hospitality services (accommodation, restaurant services, nightclub entertainment and gymnasium service delivery positively and significantly in varied degree, influenced guests’ patronage of luxury hotels in Port Harcourt, Rivers State. Based on the finding, it was concluded that integrated hospitality service dimensions had significant effect on guests’ patronage of luxury hotels in Port Harcourt. In the light of the findings and conclusions of the study, it was recommended that the current service standard should be maintained or improved upon in line with the changing customer preferences and that newguests should be informed of all the services available in the fusion facility.
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