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EFFECT OF COVID-19 PROTOCOLS ON CHOICE OF HOTELS IN UMUAHIA NORTH LGA OF ABIA STATE

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ABSTRACT

 

The study examines the effect of COVID-19 protocols on choice of hotels in Umuahia North LGA of Abia State. Specifically, the study sought to determine the effect of the use of face mask on choice of hotels in Umuahia North LGA of Abia State, effects of hand sanitizer on choice of hotels in Umuahia North LGA of Abia State, effect of social distance on choice of hotels in Umuahia North LGA of Abia State; and effect of self-quarantines on choice of hotels in Umuahia North LGA of Abia State. Four research questions and four hypotheses guided the study. The literature reviewed for this study was under the following subheadings: conceptual framework, theoretical frameworks, empirical studies and summary of literature reviewed.

A descriptive survey design was adopted for the study. The study was carried out in hotels in Umuahia North LGA of Abia State. In other to determine the population of the study, purposive sampling techniques were adopted for the study and in each of the 6 hotels in the area; twenty five (25) guests was randomly selected. Hence the total sample size was 150. The instrument for data collection was a structured questionnaire developed by the researcher. The reliability result of 0.62 was obtained as the result of the overall reliability of the instrument which indicated that the items were reliable. The data was analyzed using mean and Standard Deviation (SD) for research questions 1-4 while t-test was used to analyzed the hypotheses at 0.05 level of significance. The results revealed that the respondents agreed that all the items were the effect of COVID-19 protocols on choice of hotels in Umuahia North of Abia State. Therefore, the null hypothesis of no significant effects was rejected in all the items tested. Hence the variables had significant effects on the choice of hotels in Umuahia North LGA of Abia State. The researcher recommended among other things, that the management of hotel industries should continue with the COVID-19 protocols for adequate hygiene and preventive measures.






TABLE OF CONTENTS

 

Cover page                                                                                                                              i

Title Page                                                                                                                                ii

Declaration                                                                                                                             iii

Certification                                                                                                                           iv

Dedication                                                                                                                              v

Acknowledgements                                                                                                                vi

Table of Contents                                                                                                                   vii

List of Tables                                                                                                                          viii

Abstract                                                                                                                                  ix        


CHAPTER 1: INTRODUCTION                                                                                        1

1.1 Backgrounds to the Study                                                                                                 1

1.2 Statement of the Problems                                                                                                                        4

1.3 Objectives of the Study                                                                                                                            6

1.4 Research Questions                                                                                                          6

1.5 Research Hypotheses                                                                                                        7

1.4 Significance of the Study                                                                                                                         7

1.7 Scope of the Study                                                                                                            8


CHAPTER 2: REVIEW OF RELATED LITERATURE                                                 9

2.1       Conceptual Framework                                                                                              9

2.1.1    Hotels                                                                                                                          9

2.1.2    Origin of the Hotel Industry                                                                                       10

2.1.3    Types of Hotel                                                                                                            11

2.1.4    Classification of Hotels                                                                                              12

2.1.5     Coronavirus                                                                                                                                       13

2.1.6    Origin of Coronavirus ( COVID-19)  Pandemic in Nigeria                                                             14

2.1.7    COVID-19 protocols from Nigeria Centre for Disease Control (NCDC)                                  15

2.1.8    Necessary equipment and personal protective kit at the reception desk                 18

2.1.9    Handling COVID-19 cases in hotels and accommodation                                         25

2.1.10 Effect of Covid-19 protocols on quest behaviour                                                      26

2.2       Theoretical Framework                                                                                              30

2.2.1    Piaget’ Social Distance Theory                                                                                  30

2.3       Review of Empirical Literature                                                                                  31

2.4       Summary of Review of Related Literature                                                                36

 

CHAPTER 3: METHODOLOGY                                                                                      37

3.1       Design of the Study                                                                                                    37

3.2       Area of the Study                                                                                                        37

3.3       Population of the Study                                                                                              38

3.4       Sample and Sampling Techniques                                                                             38       

3.5       Instrument for Data Collection                                                                                   38

3.6       Validation of Instrument                                                                                            39

3.7       Reliability of the Instrument                                                                                      39       

3.8       Method of Data Collection                                                                                         40

3.9       Method of Data Analysis                                                                                            40


CHAPTER 4: PRESENTATION AND ANALYSIS OF DATA                                      41

4.1       Result Presentation                                                                                                     41

            Research Question 1                                                                                                   41

            Research Question 2                                                                                                   42

            Research Question 3                                                                                                   43

            Research Question 4                                                                                                   44

4.2       Test of Hypotheses                                                                                                     45

            Hypothesis 1                                                                                                               45

            Hypothesis 2                                                                                                               46

            Hypothesis 3                                                                                                                                                                           47

4.3       Summary of Findings                                                                                                 47

4.4       Discussion of Findings                                                                                               49


CHAPTER 5: SUMMARY, CONCLUSION AND RECOMMENDATIONS                 51

5.1        Summary                                                                                                               51

5.2        Conclusion                                                                                                            52

5.3       Recommendations                                                                                                      52

5.4       Implications of the Findings                                                                                       53

5.5       Limitations of the Study                                                                                             53

5.6       Suggestions for Further Studies                                                                                 54

            References                                                                                                                  55

            Appendices                                                                                                                 58

           

           

 

  

 

 

 

LIST OF TABLES

 

Table                          Contents                                                           Pages

1:         Mean rating on the effects of the use of face mask on choice of hotels in

Umuahia North LGA of Abia State                                                                            41

 

2:         Mean rating on the effects of hand sanitizer on choice of hotels in

            Umuahia North LGA of Abia State                                                                            42

 

3:         Mean rating on the effects of social distance on choice of hotels in

            Umuahia North LGA of Abia State                                                                            43       

 

4:         Mean rating on the effects of self-quarantine on choice of hotels in

            Umuahia North LAG of Abia State                                                                            44

 

 

 

 

 

 

 

CHAPTER 1

INTRODUCTION


1.1       BACKGROUND TO THE STUDY

The novel Coronavirus pandemic otherwise known as COVID-19 has touched every nook and cranny of the globe with severe impacts on businesses and industry of nations. The causative agent of the outbreak was identified by the World Health Organization (2020) as the severe acute respiratory syndrome coronavirus-2 (SARS-CoV-2), producing the disease named coronavirus disease-2019 (COVID-19). The disease is characterized by fever, dry cough, and chest pain with pneumonia in severe cases. It is important to state that the first wave of the pandemic was reported to have started in December 2019 at Wuhan, Hubei province, China. By mid-March 2020, 146 countries had been found to have COVID-19 cases (Anderson et al., 2020). As at April 2020, infection rate had spiked through local transmission with about 2 million confirmed cases in more than 200 countries (European Centre for Disease Prevention and Control, 2020).    

 

In the context of Nigeria, the first case of the pandemic was reported on the 27th February, 2020 (Nigeria Center for Disease Control, 2020). However, it is important to note that the actual infection rate of the COVID-19 cases remains unknown in Nigeria due to limited testing capacity of the country. In an attempt at controlling the spread of the virus, due to lack of a vaccine for its treatment, the government of Nigeria have resorted to the use of non-pharmaceutical approaches such as social distancing, wearing of face mask, self-quarantines, border closures, and local lockdowns among others. The corresponding effects of these infection spread management strategies led to shutdown of businesses including, hotels. 

 

A hotel is an establishment that provides paid lodging on a short term basis (Omogunloye & Ayeni 2012).  According to Branson and Lennox (2010) the history of standard hotel emerged around the era of 7th to 8th centuries where travellers are offered accommodation by the monasteries without charges but only expected to contribute some funds based on their economic strengths. But as the number of travellers grew, this type of accommodation system gave way to the “Inns” which were basically meant for lodging. Hotel became legally accepted as a place meant not only for the above mentioned need, but also a place for holiday makers. Thus as the world went through the process of industrialization and more people acquired the means of moving from one place to the other, the hotel business is been metamorphosed into a very well garnished commercial sub sector of the economy.

 

Apparently, the importance of hotels to the development of every society cannot be over emphasized. This is because it creates temporary lodging facilities to visitors or tourists on business or for pleasure. When people go on vacation, they lodge in hotels for privacy reasons. Hotels are very comfortable because people are always welcomed and their needs are always served. A hotel is an establishment that provides paid lodging on a short term basis (Omogunloye & Ayeni 2012). Hotels provide meals, drinks, attractions, accommodation etc., to the general public or persons in transit especially people travelling to places where they have neither their own homes nor any relation to cater for their needs.  Such persons will like to know few things about the hotels in their transitory area.  In other words, they may like to know about available hotels, the categories of such hotels, the room and suit fares, and the type of food served, the necessary comfort customers are accorded with, the game that is both indoor and outdoor games available and perhaps and other special feature that make such hotels appealing to the sojourners in transit.

As rightly noted by Wen, et al. (2020), the pandemic is changing the behavior of tourists, as they are now more sensitive towards the health and safety standards of firms and destinations. Since the inception of the COVID-19 pandemic, service delivery in hotels has become more challenging since good hygiene has been generally advocated as one of the measures to stay away from contracting the deadly virus. With this in mind, guests’ service quality expectation, especially as it concerns health appears to have risen. It is in line with the aforesaid that Seyitoğlu, and Ivanov, (2020) opined that hospitality firms have to rewrite their health and safety protocols to decrease the probability of spreading the virus. According to Sigala, (2020), facial masks, transparent anti-virus helmets, and rubber gloves may become standard equipment for hospitality employees in direct contact with customers. Equally, Rosen (2020) noted that some hotels have adopted robots for the disinfection of rooms with ultraviolet light.

 

It is instructive to note that while the core service of hospitality companies, such as hotels does not change in the Corona Virus era, the way the service is delivered to visitors/guests is changing (Seyitoğlu, & Ivanov, 2020). In support, Mastrogiacomes (2020) stated that the impacts of the Corona Virus require that hotels should strategize to meet up with the industry demands. Therefore, hotel managers are expected to be at the forefront in identifying and analyzing the extra challenges and changes in the service delivery system, which have been triggered as a result of the coronavirus crisis. For instance, a crisis such as pandemics does impact heavily on service, choice of hotel and/or service delivery in the hotel industry. Tourism as a service industry, consisting of transportation, accommodation, and hospitality (Collins, Kreiner & Wall, 2015); or as an amalgam of activities across various industry sectors, is one of the most affected by the pandemic.

Despite the attractive and stabilized outlook of the Nigeria hospitality industry in the pre Covid-19 era, the emergence and resurgence of this disease were observed to have drastically affected the hospitality industry in Nigeria. It is therefore worthwhile to explore the consequences of the current pandemic on the Nigeria’s hospitality industry. It is meaningful to state that some impact studies of Covid-19 in Nigeria context have emerged. Ohia et al., (2020) predicts the effect of COVID-19 on the Nigeria’s health sector. Jacob et al. (2020) assessed COVID-19 pandemic and Nigeria’s higher institutions. Adenomon and Maijamaa (2020) examined the impact of COVID-19 on the Nigerian stock exchange from the 2nd January 2020 to 16th April 2020. Ozili (2020) examined Covid-19 pandemic and economic crisis: the Nigerian experience and structural causes. Olapegba et al., (2020) assessed the knowledge and perceptions of Nigerians about Covid-19. In view of the above studies, it is justifiable to argue that studies that examined the application of COVID-19 protocols and choice of hotel in Umuahia North LGA are scarce. Hence, the focus of this study is to examine the effect of COVID-19 protocols on choice of hotels in Umuahia North LGA of Abia State.


1.2 STATEMENT OF THE PROBLEMS

To a large extent, the challenges facing the hotel industry like application of Covid 19 protocols could expose guests to some stress, making them dissatisfied with hotel services, and could create a high level of customer turnover, thus forcing many hotels out of business. In Umuahia North particularly, where over 20 hotels are presently established, the effect of Covid 19 protocols in the last two years makes survival for the hotel businesses difficult. Specifically, most hotels struggle to remain in the business as a result of obvious application of Covid 19 protocols and choice of hotel caused by the pandemic.

Also, the absence of proper sanitary protocols might lead some guests into feeling unsafe and at high risk of contracting Covid 19 in such a facility. This has led to hotels ensuring high standards of hygine in their services.

COVID-19 has negatively impacted most facets of human endeavor; the hospitality and tourism industry is faced with unprecedented global health, social and economic crises. The hotel industry appears to be one of the hardest hit as global hotel bookings were greatly affected. A report by the United Nations World Tourism Organisation (UNWTO), shows that the hotel industry in all world regions recorded a large double-digit decline in global revenue per available room, posting the biggest decreases (UNWTO, 2020). As it concerns Nigeria, Oruonye, and Ahmed (2020) found that industries in the tourism sector, including hotels, are facing declining demand and patronage, with travel crashes and cancellations leading to revenue loss as a result of COVID-19. Since the hotel industry is service- oriented, there is no doubt that COVID-19 has brought about changes and more challenges in service delivery. Hotels are expected to take proactive steps in handling these extra service delivery challenges and changes if they are to remain viable in the long run. In Umuahia North, Abia State, Nigeria, for instance, the number of hotels have proliferated in the last few years; suggesting a surge in visitor arrivals in the area. However, with the emergence of the COVID-19 crisis, there is the need to examine the application of Covid 19 protocols which the hotels have been forced to undergo, and are undergoing as a result of the pandemic. This is necessary because for the hotels to contribute meaningfully to tourism development in this city like Umuahia North LGA, a good application of Covid 19 protocols and service delivery system is adjudged necessary since it affects the total experience of guests/tourists choices.

Observance of COVID-19 protocols like social distancing, wearing face mask, regular washing of hands, among others might affect the comfort of the users and choice of hotel thereby discouraging them from using hotel services during this COVID-19 period. At the same time, adequate information is required to prevent and manage the virus from spreading. Efforts to contend with the pandemic involved international and local travel restrictions, screening, self- isolation, quarantine, closure of night clubs services among others. There is the need to examine if observing or application of COVID-19 protocols and choice of hotels affect the industry in Umuahia North of Abia State. It is the foregoing background that motivated the present study to examine the effect of COVID-19 protocols on choice of hotels in Umuahia North LGA of Abia State where similar study has not been conducted to the best knowledge of the researcher.


1.3 OBJECTIVES OF THE STUDY

The main objective of this study is to examine the effect of COVID-19 protocols on choice of hotels in Umuahia North of Abia State, Nigeria. Specifically, the study strived to;

1.     Examine the effect of the use of face mask on choice of hotels in Umuahia North LGA of Abia State;

2.     Ascertain the effects of hand sanitizer on choice of hotels in Umuahia North LGA of Abia State;

3.     Identify the effect of social distance on choice of hotels in Umuahia North LGA of Abia State; and

4.     Identify the effect of self-quarantines on choice of hotels in Umuahia North LGA of Abia State.


1.4 RESEARCH QUESTIONS

The following research questions guided the study:

1.     What are the effects of the use of face mask on choice of hotels in Umuahia North LGA of Abia State?

2.     What the effects of hand sanitizer on choice of hotels in Umuahia North LGA of Abia State?

3.     What are the effects of social distance on choice of hotels in Umuahia North LGA of Abia State?

4.     What are the effects of self-quarantine on choice of hotels in Umuahia North of Abia State?


1.5 RESEARCH HYPOTHESES

The following Null hypotheses formulated were tested for this study. These include;

(1). Use of face mask has no effect on choice of hotels in Umuahia North LGA of Abia State.

(2). Use of hand sanitizer has no effect on choice of hotels in Umuahia North LGA of Abia State.

(3). Social distance has no effect on choice of hotels in Umuahia North LGA of Abia State.

(4). Self-quarantine has no effect on choice of hotels in Umuahia North LGA of Abia State.


1.4 SIGNIFICANCE OF THE STUDY

The findings of this study will be of immense benefit to the following groups; personnel and operators, government, hotel strategic planner, customer, and future researchers.

It is expected that the outcome of this study will provide insight into the application of COVID-19 protocols in hotel industry in preparing industry personnel and operators for the application of COVID-19 protocols and choice of hotels ahead of time.

The study will assist the government, at all levels, in policy formulation and implementation in the area of providing application of COVID-19 protocols and choice of hotels for sustainable tourism development.

The hotel strategic planner will also benefit from the study in the idea of incorporation of application of COVID-19 protocols facilities in the scheme of the business for immediate or future business success. Researchers in hospitality development will equally benefit from this study as it will further create a new direction of how to mitigate challenges facing the hotel industry.

The study findings will help to identify and highlight the weaknesses in application of COVID-19 protocols among customers and how to design an appropriate customer service programme. This will help hotel to recover its customers after implementing the necessary customer services and it will be able to compete fully with other hotels both local and international. 

The study findings will help to build on the body of the existing literature and knowledge. This will help to provide reference for future researchers and they will be able to carry out research with ease since this study will provide secondary data to the researchers.


1.7    SCOPE OF THE STUDY

The scope of this current study includes; use of face mask, use of hand sanitizer, social distance and self-quarantine as independent variable. The study will geographically covered Umuahia North LGA Abia State. The Umuahia North local government council is headed by a chairman who is also the head of the executive arm of the local government.  The dependent variable to be covered is the choice of hotels in Umuahia North LGA of Abia State.

 

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