ABSTRACT
This study identifies progenitor attitude towards their internal customers and the affect on patronage of hotel industry and adopted descriptive design survey type. A 10 item questionnaire titled progenitor attitude towards their internal customers and the affect on patronage of hotel industry was designed for data collection of 208 respondents. Which included zero internal customers and 8 progenitors of 4 sampled hotels completed their questionnaire property. Data were analyzed using tables, frequency and mean, to answer the research question and independent z-test was used to test the null hypotheses at 0.05 level of significance. The study revealed that progenitor displays some attitude that affect the customers and staff welfare and also affect patronage of hotel industry.
TABLE OF CONTENTS
Title Page i
Approval Page ii
Certification iii
Dedication iv
Acknowledgement V
Table of Content vi-vii
List of Table viii
Abstract ix
CHAPTER ONE: INTRODUCTION
1.1 Background
of the Study 1
1.2 Statement
of Problems 3
1.3 Objective
of the Study 4
1.4 Research
Question 4
1.5 Research
Hypothesis 4
1.6 Significance of the Study 5
1.7 Research Findings 6
1.8 Consequence
of Problem Faced by Workers 7
1.9 Summary 7
CHAPTER
TWO: LITERATURE REVIEW
2.1 Introduction 8
2.2 Conceptual
Framework 8
2.2.1 Internal
Customer Concept 9
2.2.2 Customer
Service Concept 10
2.2.3 Customer
Concept 13
2.3 Theoretical Framework 14
2.3.1 Customer
Service Theory 14
2.3.2 Consistency
Theories 16
2.3.3 Function
Theories 20
2.3.4 Theory
of Reasoned Action 22
2.3.5 Theory
of Planned Behavior 22
2.3.6 Management
Theories and Concepts at the Workplace 23
2.3.7
Contingency Theory 23
2.3.8
Theories of Leadership 23
2.4 Empirical
Framework 24
2.4.1 What Progenitors have to do in order to Enhance
work Productivity 24
2.4.2 Leadership
and Management Administration 26
2.4.3 Leadership
and Motivation 27
2.5 Summary 32
CHAPTER
THREE: METHODOLOGY
3.1 Introduction 33
3.2 Research
Design 34
3.3 Area
of Study 34
3.4 population
of the Study 34
3.5 Sample
and Sampling Techniques 34
3.6 Instrument for Data Collection 35
3.7 Validity
of the Instrument 35
3.8 Reliability
of Instruments 35
3.9 Data
Collection Techniques 35
3.10 Data
analysis Techniques 36
CHAPTER FOUR: DATA PRESENTATION AND ANALYSES
CHAPTER FIVE: DISCUSSION, CONCLUSION AND RECOMMENDATIONS
5.1 Discussion
of Result 45
5.2 Conclusion 48
5.3 Implications
of the Findings: 49 5.4 Recommendation
49
REFERENCE
APPENDIX
LIST OF TABLE
Table
4.1: Research Question 1 37
Table
4.2: Distribution of staff responses to Research question 1 38
Table
4.3: Distribution customer’s responses to Research question 2 39
Table
4.4: Distribution of staff responses to Research question 2 40
Table
4.5: Staff and Customers responses to research Question 3 41
Table
4.6: Distribution of progenitor’s responses to research
Question 3 42
Table
4.7: Z –test analysis of research hypothesis 1 43
Table
4.8: Z-test analysis of Research Hypothesis 2 43
Table
4.9: Z –test analysis to research
hypothesis 3 44
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
According
to Wikipedia. Com, progenitor can be defined as “A person or thing from which
others are descended or originate”. Progenitor’s attitude towards internal
customer has a great effect on patronage of organization, which can be both in
positive and negative terms. Based on definition of progenitor we can say that
when a progenitor acts positively or negatively towards his/her staff who came
in contact with the customer will determine the staff attitude to the customer.
Attitude
can be said to be an action towards an individual that will push him/her to act
or to do a particular thing, this attitude may be positive or negative and when
it is on the negative side it will have bad effect on the level of patronage
that an organization expects to have thereby redesign the inflow of customers
that comes into an organization. When it is on the positive side, if will also
show on the level at which a customer visits an organization because when a
staff is encouraged he/she will be happy in carrying out its duties very
effective and to ensure that the customer gain the full satisfaction which the
customer has come to enjoy in the place visited. Before progenitor can start
talking on how to improve in its business he/she must first employ such
attitude that will be used to push or make his staff that work for him in the
hotel/organization so that they can be able to work in order to give the
external customer the level of satisfaction which he wants to have in the place
visited. Over the year’s people have carried out research work in order to know
how best to handle its internal customer (staff) so that they can be able to
meet up to the saying that “A happy staff will begot a happy customer” Hotel
owners who practice effective leadership skill, must combine their own
knowledge with those of their staff to accomplish work assignments.
Over
the years progenitor 5attitude toward their internal customer has been a major
problem on the activities or services of the hotel industry. These attitudes
are those behaviors that owners of organization exhibit to their workers. The
management of people at work is an integral part of measurement process, to
understand the critical importance of human element in the organization, is
synonymous in the hotel industry.
Management
is the process of achieving organizational goals and objective through the use
of people and resources of organization (Akanwa and Ohiari, 2003) people could
be referred to as the workers of employees. They are the most important of the
organization resource assets. Without competent workforce, production,
distribution and effective exchange will be a futile and investment becomes
economic wastages. Many hotels have become moribund as a result of attitude of
the owners towards the workers. Many progenitors do not give the required
respect and honor to their worker. They feel that workers do not add any value
to their business; they feel customers come just like that without recourse to
the contribution of the workers. This unwholesome behavior from employers
(progenitor) leaves workers in doubted which creates attitude of lazier –affair
in workers, hence they adopt the attitude that after all this is not my
father’s work. This of course brings carefree attitude which transmit in their
behavior to their clientele.
A
well managed organization usually sees an average worker as the root source of
quality and productivity gains, such organization do not look to capital
investment. An organization is effective to the degree to which it archives its
goals. An effective organization will make sure that there is a spirit of
cooperation and sense of commitment and satisfaction within the sphere of its
influence. In order to make employees effective, satisfied and committed to
their job in hotel establishment, there is need for strong and effective
motivation at the various level, department and sections of the hotel. No
business can compete effectively without establishing good relationship with
its internal customer, in some instance parties execute a formal written
contract to memorialize the terms of their relationship.
1.2 Statement of the Problem
Over
the year progenitor’s attitudes toward their internal customer has been a major
problem on the activities or service of the hotel industry.
Progenitors
look down at their staff because of the feeling that their internal customer
(staff) does not actually contribute much to the growth of the establishment.
In most case they talk to them as slaves and not as workers that should be
respected.
This
attitude from the progenitors (owners) has rather damaged the staff ability of
the work force than improving it. Many staff feels down casted in work force
rather than feeling happy. Once the presence of the owner is felt in the
establishment, workers feel diminished and at this point they lose glamour and
integrity. This they transfer to the customer, they also transfer to the
customer attitude toward the establishment th2rough in patronage which reflects
in profit magnetization and sustainability of the establishment. When the
attitude of the progenitor does not satisfy the internal customer, the level at
which they respond to the customer will not portlier the image of the
establishment and by so doing the hotel will lose the customers and the
objective of the organization will not be gained. It is as a result of these
that the researcher has embarked on this work in order to find solution to the
problems.
1.3 Objective of the Study
The
general objective of this research is to analyze the impact of progenitor’s
attitude toward the internal customer and the effect on the patronage of hotel
industry. The specific objectives are to:
1. To determine attitude that progenitors
display toward staff and customers.
2. To determine attitude of progenitor
that will affect staff and customers welfare.
3. To determine attitude of the progenitor
that will affect patronage of the hotel.
1.4 Research Question
In
order to carry out this study properly and successfully, the following
hypothesis are formulated and empirically tested.
1. What
attitude does the progenitor display towards staff and customers?
2. What
attitude of the progenitor will affect the welfare of staff and customer?
3. What
attitude of the progenitor will affect hotel patronage?
1.5 Research Hypothesis
Ho1: There is no significant difference in mean
responses between staff and customers on the attitude displayed by progenitor
toward staff and customers.
Ho2: There
is no significant difference in mean response between staff and customers on
the attitude of progenitor that affect welfare of staff and customers.
Ho3:
there
is no significant difference in the mean responses between staff and customers
on attitude of progenitors that affect patronage of the hotel industry.
1.6 Significance of the Study
The research work will benefit the
following:
1. The
establishment: It will benefit the establishment in many ways like lettings
the various progenitor of hotel’s to known that any attitude they use their
staff must have an effect on the level at which they carry out their duties, and if the attitude
is on the positive side the establishment will experience growth in their
patronage but if it is on the negative side the internal customers will
not be encourage to do their work very
effectively and by so doing the establishment will loss it’s customer and the
level of the establishment goals and objective will not be achieved.
2. The
customer: when the progenitors attitude ward the internal customers is one
that motivate them the workers will discharge their duties very effective in
order to achieve the goals and objectives that the organization need which is
to make sure that the customers who visit their establishment will have the
full value of goods and services which they come to enjoy and has paid for no
customer will want to pay for a service that does not give him/her satisfaction
in a place visited.
3. The
host community: when the attitude of the progenitor toward his/her internal
customer is one that satisfies the customer, the establishment will have and increased
patronage and by so doing the people living around the place where
establishment is located (Host community) will be employed because the
establishment growth level has
increased.
4. The
internal customer: it will benefit the internal customer in some ways like
letting the staff (workers) to know that even if the attitude of their
progenitor is one that do not gain/give them the level of satisfaction they
require, they should try and manage their emotion very well so that even when
they come in contact with customers they can be able to satisfy their guest.
1.7 Research Findings
Through
this research the researcher found out there are many problems that internal
customer face in workplace which is as a result of the attitude the progenitor
exhibit toward them which has an effect on the establishment, and those
problems are:
1. SEXUAL HARASSMENT: It
is a major issue that worker faces at their workplace and many women fall
victim of sexual harassment at workplace. At time employers (progenitor) try to
take sexual favours from female employee in return of other benefit and
promotions, while the male for suffers.
2. UNEQUAL PAY: It
is another issue that staff faces at their workplace, even though the male
prove to be more efficient than the female employees most of the time they are
not paid equally.
3. EXTORTION
4. DISHONEST
5. ANGER
6. INHUMAN
7. UNJUST
8. INGENUITY e.t.c
1.8 CONSEQUENCE OF PROBLEM FACED BY WORKERS
Due
to the various problems faced by internal customer (staff) at workplace many
have bad consequence on the establishment, like:
1. Reduction efficiency.
2. Damage to image of the establishment.
3. Increase absenteeism and dropout rates.
4. Additional cost of recruitment and
training on resignation.
1.9 SUMMARY
Progenitor
attitude toward the internal customer has been a problem which affects the
growth and development of hotel industry because the internal customer are the
one that come in contact with the external customer who come to stay or to eat
in the place where they visits. When an
internal customer is not motivated by the progenitor, he/she will not be
carrying out his duties very effective because he is unhappy and will lead to
the down fall of the establishment, so there is need for progenitor to apply
attitude that will satisfy its staff so that he can gain the growth level
needed.
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