TABLE OF CONTENTS
Title page
Approval page
Dedication
Acknowledgment
Abstract
Table of content
CHAPETR ONE
1.0
INTRODUCTION
1.1 Background
of the study
1.2 Statement of problem
1.3 Objective of the study
1.4 Research Hypotheses
1.5 Significance of the
study
1.6 Scope and limitation
of the study
1.7
Definition of terms
1.8
Organization of the study
CHAPETR TWO
2.0 Literature Review
CHAPETR THREE
3.0 Research methodology
3.1 sources of data
collection
3.3 Population of the
study
3.4 Sampling and sampling
distribution
3.5 Validation of research
instrument
3.6 Method of data
analysis
CHAPTER FOUR
DATA PRESENTATION AND
ANALYSIS AND INTERPRETATION
4.1 Introduction
4.2 Data
analysis
CHAPTER FIVE
5.1 Introduction
5.2 Summary
5.3 Conclusion
5.4 Recommendation
Appendix: Questionnaire
Abstract
The role of employees in service organizations is
comparable to the role of the service itself. Their Importance to the firm is
critical to both service delivery and service production. There is no gainsay
that, service is all about the people (employees) because they appear more
often to be the most tangible clue to customers’ perception of what quality
service entails. It is in this light that this research was undertaken to
determine the extent to which the effect of customer and employee relationship
in the management of hospitality industry, as well as establishing the extent
to which the concept of retention is internalized by the players in the
hospitality industry in Nigeria. It also ascertained the rate at which
variables like; remuneration, resource strategies, product knowledge, working
condition and training translates into customer satisfaction, and determine how
retention is perceived by employees
CHAPTER
ONE
INTRODUCTION
1.1
Background
of the study
The world
Hospitality Industry has recently experienced a tremendous growth rate
throughout the world. In fact Statistics have shown that Hospitality has today
become one of ` the most promising and fastest growing industries in the
service sector of the economy. More also Hospitality itself is as old as
mankind and has been at the centre of the economy of Nations According
to the Dictionary definition of customer, customer is a patron: one who purchases or receives a
product or service from a business or merchant, or intends to do so. A person
especially one engaging in some sort of interaction with others. There are five
reasons why customers are always right before the employee. The phrase
customers is always right was originally coined by Harry Gordon Selfridge in
London in 1909, and is typically used by businesses.
1.
To
convince customers that they get good service
2.
Convince
the employees to give customers good service fortunately more business are
abundantly these maxim ironically because it lead to bad customer service
The existence of any business is
dependent on the patronage of the customers. In the hospitality industry a
customer is a person who visits a hospitality firm to enjoy the services of the
outfit such as food, drink, and in some cases accommodation. The services are
rendered on payment of reasonable price charged by the firm. A customer takes
the centre stage in management policy for successful operation of a hotel
industry. It is on this background that customer’s retention is invariably a
crucial management function as it is significantly related to survival of a
business. Hence workable strategies must be designed to achieve this goal on
regular basis.
Reicheld (1995:45) defined a
customer as an individual or company that purchases a product or service. The
term customer is used to refer to both consumer and organizational market.
Consumer market is made up of those customers that buy products and services
for further production or sale of other products and services. In effect, a
customer supports an organization by offering his/her hard earned money in
exchange for what an organization offers. Hospitality industry is the business
where providing services such as catering and entertainment takes place,
Apaokagi (2010). Reicheld, (1995) explained that customer retention is the
activity that a selling organization (a hospitality firm) undertakes in order
to reduce customer defections. Dictionary defines Employees as individuals who
provides labour to an establishment or other person. Many employee may have the
opportunity of direct contact with customers in the two different establishment
both private and public hotels. For some it will be a regular aspect of their
job, for other Hotels whether private or public. Technical skills and technique
are very important but equally for perhaps more important are sincere caring
attitudes and manner with the food served in an environment that has an
atmosphere that makes the customer feel at ease, wanted and welcome. As
competition and other environmental influences increase globally, it is obvious
that there is growing emphases on quality improvement and error reduction in
order to achieve customer satisfaction, retention and enhancing organizational
value, (Iwarere, 2010) many companies and organizations have now acknowledges
the critical importance of being customer-oriented and customer-driven in all
their activities. Kotler [1997) asserts that as not enough to be product-driven
or technology-driven, without bringing the power of customer into the centre of
the business. So satisfy your customer or someone else will. Management
inadequacies resulting too bad consequences to employees during services to
customers. It makes employee unhappy, it give abrasive customers an unfair
advantage, some customers are bad for business, it result in worse customer
service, some customer are just plain wrong.
STATEMENT
OF THE PROBLEM
Hospitality
industry is the business where providing services such as catering and
entertainment takes place, Apaokagi (2010). Reicheld, (1995) explained that
customer retention is the activity that a selling organization (a hospitality
firm) undertakes in order to reduce customer defections. On this background the
research wants to investigate the effect of customer and employee relationship
on the management of hospitality industry both publicly and privately owned
establishments
OBJECTVE OF THE STUDY
The objectives
of the study are;
1. To
ascertain the effect of customer and employee relationship on the management of
hospitality industry
2. To
ascertain if there is different way of management between public and private
hospitality industry
3. To
ascertain if public hospitality industry offer better services than private own
4. To
ascertain the relationship between public and private hospitality industry
RESEARCH
HYPOTHESES
For the successful completion of the study, the following
research hypotheses were formulated by the researcher;
H0:
there is no effect of
customer and employee relationship on the management of hospitality industry
H1:
there is effect of customer and employee relationship on the management of
hospitality industry
H02: there
is no relationship between public and private hospitality industry
H2: there
is relationship between public and private hospitality industry
SIGNIFICANCE
OF THE STUDY
This study,
which is primarily aimed at explaining the effect of customer and employee
relationship on the management of hospitality industry both publicly and
privately owned establishment, will provide an insight into the problems
associated with management of public and private hospitality industry. This
report would be of great benefit for private and public hospitality industry,
to expose them to quality management. The findings will be useful for researchers to further generate
knowledge in the field
SCOPE AND LIMITATION OF THE STUDY
The scope of the study covers the effect of customer and
employee relationship on the management of hospitality industry both publicly
and privately owned establishment. The researcher encounters
some constrain which limited the scope of the study;
a) AVAILABILITY OF RESEARCH MATERIAL: The research material available to the researcher
is insufficient, thereby limiting the study
b) TIME:
The time frame allocated to the study does not enhance wider coverage as the
researcher has to combine other academic activities and examinations with the
study.
c)
Organizational privacy: Limited Access to the selected auditing
firm makes it difficult to get all the necessary and required information
concerning the activities.
DEFINITION
OF TERMS
CUSTOMER:
In sales, commerce and economics, a customer is the recipient
of a good, service, product or an idea - obtained from a seller, vendor, or
supplier via a financial transaction or exchange for money or some other
valuable consideration.
EMPLOYEE: A
person employed for wages or salary, especially at non-executive level
MANAGEMENT: Management
is the administration of an organization, whether it is a business, a
not-for-profit organization, or government body
HOSPITALITY INDUSTRY:
The hospitality industry is a broad category of fields within
service industry that includes lodging, event planning, theme parks,
transportation, cruise line, and additional fields within the tourism industry.
PRIVATE: Belonging to or for
the use of one particular person or group of people only.
PUBLIC: Relating to, or being in
the service of a community or nation, especially as a government officer: a public official
1.8 ORGANIZATION OF THE STUDY
This research work is
organized in five chapters, for easy understanding, as follows
Chapter one is concern with the introduction, which
consist of the (overview, of the study), historical background, statement of
problem, objectives of the study, research hypotheses, significance of the
study, scope and limitation of the study, definition of terms and historical
background of the study. Chapter two highlights the theoretical framework on
which the study is based, thus the review of related literature. Chapter three
deals on the research design and methodology adopted in the study. Chapter four
concentrate on the data collection and analysis and presentation of
finding. Chapter five gives summary,
conclusion, and recommendations made of the study
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