Service Processes and Guest Satisfaction in the Hotel Industry in Uyo, Akwa Ibom State
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The study examined Service Processes and Guest Satisfaction in the Hotel Industry in Uyo, Akwa Ibom State. The objectives were to find out the relationship between Line Operations and Guest Loyalty in Hotels in Uyo, Akwa Ibom State; find out the relationship between Job Shop Operations and Guest Satisfaction in Hotels in Uyo, Akwa Ibom State; also, find out the relationship between Intermittent Operations and Guest Satisfaction in Hotels in Uyo, Akwa Ibom State. Population of 220 employees from 8 Hotels in Uyo, Akwa Ibom State were used. A sample size of 100 employees were selected using Taro Yamane Formula. The study adopted Quasi Experimental research design. Face and content validity were employed to assess the relevance of the instrument. Cronbach Alpha Statistics was used to determine the reliability of the instrument. The research questions were analysed using descriptive statistics. Null Hypotheses were statistically tested using Pearson Product Moment Correlation Coefficient with the aid of Statistical Package for Social Sciences (SPSS). The findings showed that Line Operations enhanced Guest Loyalty, (r = 0.851, p < 0.05). Line Operations positively influenced Referral, (r = 0.872, p < 0.05). Job Shop Operations significantly impacted on Guest Loyalty (r = 0.825, p < 0.05). Job Shop Operations have strong correlation with Referral (r = 0.881, p < 0.05). Intermittent Operations have significant relationship with Guest Loyalty, (r = 0.772, p < 0.05). Intermittent Operations related significantly with Referral, (r = 0.727, p < 0.05). Hence, it was concluded that the Service Processes have strong influence on Guests’ Satisfaction, in the Hotel Industry. We therefore, recommended that Management should constantly improve on Service Delivery Processes to increase Guest Satisfaction in the Hotel Industry in Uyo, Akwa Ibom State.
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