An Assessment of the Relevance of Talent Management in the Enhancement of Quality Customer Service in the Hospitality Industry in Delta State, Nigeria

Abstract

The Nigerian hospitality industry is highly competitive as customers are attracted to firms that provide them with the best services. Consequently, this study explored the effect of talent management on quality customer service in the hospitality industries in Delta State, Nigeria. Specifically, the study examined the effect of talent management (explanatory variable) on the dimensions of the dependent variable (customer satisfaction, customer retention, customer loyalty and customer engagement). To obtain primary data from study participants and determine the effect of talent management on quality customer service, the researcher used survey research designs in this study. 179 copies of questionnaire were given to the study participants in order to test the study hypotheses, of which 171 were considered to be valid. The data that were obtained from the respondents were analyzed using descriptive statistics and simple linear regression analysis via SPSS version 23. Findings revealed that talent management has a significant positive effect on all the dimensions of quality customer service (customer satisfaction (T=32.84, P<0.05), customer retention (T=13.45, P<0.05), customer loyalty (T=19.12, P<0.05) and customer engagement (T=7.72, P<0.05). Based on the study’s finding, it was recommended management/supervisors of hospitality firms should place emphasis on their recruitment procedures as well as their retention strategies in order to ensure that highly skilled and competent employees are attracted and retained in the organization. This will enable the organization to deliver exceptional quality customer services to their customers.