Business Studies

Business Studies

CUSTOMER SERVICE EXPERIENCE AND THE REPUTATION OF HOTELS IN UYO, AKWA IBOM STATE, NIGERIA.

Volume: 55  ,  Issue: 1 , June    Published Date: 27 June 2020
Publisher Name: IJRP
Views: 112  ,  Download: 39
DOI: 10.47119/IJRP100551620201258

Authors

# Author Name
1 Uduak E. Joseph
2 Sam G. Etuk
3 Ini Smart Udoh

Abstract

The reputation of service businesses is made up of what others think and feel about the business. The main aim of this study is to ascertain the level of relationship that exist between customer service experience and the reputation of hotels in Akwa Ibom State. the survey design as the main research design was adopted for the study. The population for this study consists of all the persons that were encountered at the 196 hotels in Uyo, duly registered by the Akwa Ibom State tourism development board as at the time of this study. The total sample size for the study which made up the number of copies of questionnaire distributed was 384. Data was analysed using the Regression analysis. Findings showed that Peace of Mind was the important independent variable in the study that had the highest impact on Hotel Reputation, it was followed by the variable customer involvement, moment of truth and customer recognition. The least important independent variable in the regression model were Hedonics because it had the smallest impact on Hotel Reputation. And its impact was not statistically significant, as their p-values was greater than 0.05. it was recommended that hotels should work on their reputation, by recognizing the roles that customer service experience plays on their patronage strength. Recognizing these roles can also enhance better customer post service experience behavior like favorable word of mouth recommendations, customer loyalty, and satisfaction among customers.

Keywords

  • Customer
  • experience
  • services
  • services
  • Hotels
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