Customer Care Services and Performance of Hotels in Owerri, Imo State, Nigeria

Abstract

This study focused on the relationship between customer care services and performance of hotels in Owerri, Imo State. The study adopted descriptive survey research design, and questionnaire served as the instrument of data collection. The population of the study is made up of 161 management staff in the hotels under study. The researcher used census enumeration since the population is not much so as to study the entire population. The data collected were analysed using mean statistics. Also, the hypotheses were tested using Pearson correlation coefficient through SPSS version 23.0. It was therefore discovered that timely service delivery and prompt attention to customers' complaint have significant relationship between customer retention and repeat purchase. The study concluded that effective customer care services are the solution for improved customer patronage, retention and satisfaction. It was recommended that there should be quick responses to customers' needs and request in the hotels so as to improve customer retention; the staff of the hotels should be trained on how to attend to their customers on time and without delay as that will lead to repeat patronage and customer satisfaction; hotel firms should also offer effective complaint management strategies to customer so as to enhance customer retention and loyalty; and the management of different hotel industry should pay prompt attention to customers' complaint so as to enhance repeat customer patronage.