2023_The Effect of Total Quality Management on Customer Satisfaction and Retention in Abuja Hotels, Nigeria
| Format: | General Document |
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| building | INTELEK Repository |
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| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2023-12-10 |
| format | General Document |
| id | 16336 |
| institution | UniSZA |
| originalfilename | 16336_181f1519d57f6e5.pdf |
| person | Osoko Onyike Osoko |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16336 |
| sourcemedia | Server storage Scanned document |
| spelling | 16336 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16336 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 Customer satisfaction Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Hospitality industry—Management Copyright©PWB2025 182 Customer Satisfaction 2023-12-10 16336_181f1519d57f6e5.pdf Osoko Onyike Osoko Effect Of Total Quality Management Retention Abuja Hotels, Nigeria Customer retention Hotels—Service quality Service industries—Quality control 2023_The Effect of Total Quality Management on Customer Satisfaction and Retention in Abuja Hotels, Nigeria The hospitality industry has been able to successfully promote its customer database through increased customer retention attributable to improved customer satisfaction and total quality management. Unfortunately, hotels in Nigeria, especially in Abuja, have lost much business due to unhappy guests and sloppy management of service quality. It has dramatically affected Abuja's hospitality industry's customer retention rates. Studies have shown that Abuja hotels have spent a lot on training to guarantee client happiness and quality management. Still, they must catch up on total quality management and customer satisfaction tailored toward customer retention. For the Abuja hotel business to remain competitive, it must increase customer satisfaction by properly implementing total quality management strategies. However, more research and information must be done on the relationship between total quality management practices and customer satisfaction in Nigeria's Abuja hotel sector. Thus, this study systematically analyses the influences of total quality management and customer satisfaction on customer retention in Nigeria's Abuja hotel sector. Methodology: This study uses a quantitative approach and a descriptive research design. A sample of 400 employees was selected based on the probability-multistage random sampling technique. The researcher established a self-administered questionnaire based on adopting and adapting the theories and previous studies as a research instrument for collecting data and validating it using expert review and pre-testing. Next, 100 samples of pilot study data were validated using Exploratory Factor Analysis (EFA). Later, the field study data were analysed using IBM SPSS-AMOS version 25.0 for the regression analysis to test the hypotheses. Results: The results show a significant relationship among total quality management, customer retention, and customer satisfaction constructs. It further indicates that hoteliers can retain their existing customers based on the quality of products and services delivered to meet customer satisfaction. Satisfied customers have more robust customer retention rates. It further revealed that improved total quality management and customer satisfaction would influence customer retention in the Nigerian hotel industry. However, the multiple regression results showed that customer satisfaction (.596) has the highest effect on customer retention because most customers choose hotels based on their previous satisfaction. Hence, this study offers some indications of the performance effects of implementing total quality management practices with different strategies for continuous improvement in different competitive environments among hoteliers in Abuja, Nigeria. Managers who use total quality management practices to determine customer satisfaction will promptly offer safe and secure services to their clients to attain customer retention. Conclusion: In conclusion, total quality management has played a significant role in promoting customer retention by providing adequate quality services to hotel clients, which would help continuously encourage customer retention. Customer satisfaction has improved customer retention by enhancing affordable rates, providing fringe benefits, and fostering working relationships that would positively affect customer retention in the hotels in Abuja, Nigeria. The development of customer retention has been effectively explored and has promoted total quality management and customer satisfaction. This study is significant in addressing the gap from the previous studies while contributing to the body of knowledge and upgrading the hotel industry in Abuja, Nigeria. Dissertations, Academic Thesis |
| spellingShingle | 2023_The Effect of Total Quality Management on Customer Satisfaction and Retention in Abuja Hotels, Nigeria |
| state | Terengganu |
| subject | Customer satisfaction Hospitality industry—Management Customer retention Hotels—Service quality Service industries—Quality control Dissertations, Academic |
| summary | The hospitality industry has been able to successfully promote its customer database through increased customer retention attributable to improved customer satisfaction and total quality management. Unfortunately, hotels in Nigeria, especially in Abuja, have lost much business due to unhappy guests and sloppy management of service quality. It has dramatically affected Abuja's hospitality industry's customer retention rates. Studies have shown that Abuja hotels have spent a lot on training to guarantee client happiness and quality management. Still, they must catch up on total quality management and customer satisfaction tailored toward customer retention. For the Abuja hotel business to remain competitive, it must increase customer satisfaction by properly implementing total quality management strategies. However, more research and information must be done on the relationship between total quality management practices and customer satisfaction in Nigeria's Abuja hotel sector. Thus, this study systematically analyses the influences of total quality management and customer satisfaction on customer retention in Nigeria's Abuja hotel sector. Methodology: This study uses a quantitative approach and a descriptive research design. A sample of 400 employees was selected based on the probability-multistage random sampling technique. The researcher established a self-administered questionnaire based on adopting and adapting the theories and previous studies as a research instrument for collecting data and validating it using expert review and pre-testing. Next, 100 samples of pilot study data were validated using Exploratory Factor Analysis (EFA). Later, the field study data were analysed using IBM SPSS-AMOS version 25.0 for the regression analysis to test the hypotheses. Results: The results show a significant relationship among total quality management, customer retention, and customer satisfaction constructs. It further indicates that hoteliers can retain their existing customers based on the quality of products and services delivered to meet customer satisfaction. Satisfied customers have more robust customer retention rates. It further revealed that improved total quality management and customer satisfaction would influence customer retention in the Nigerian hotel industry. However, the multiple regression results showed that customer satisfaction (.596) has the highest effect on customer retention because most customers choose hotels based on their previous satisfaction. Hence, this study offers some indications of the performance effects of implementing total quality management practices with different strategies for continuous improvement in different competitive environments among hoteliers in Abuja, Nigeria. Managers who use total quality management practices to determine customer satisfaction will promptly offer safe and secure services to their clients to attain customer retention. Conclusion: In conclusion, total quality management has played a significant role in promoting customer retention by providing adequate quality services to hotel clients, which would help continuously encourage customer retention. Customer satisfaction has improved customer retention by enhancing affordable rates, providing fringe benefits, and fostering working relationships that would positively affect customer retention in the hotels in Abuja, Nigeria. The development of customer retention has been effectively explored and has promoted total quality management and customer satisfaction. This study is significant in addressing the gap from the previous studies while contributing to the body of knowledge and upgrading the hotel industry in Abuja, Nigeria. |
| title | 2023_The Effect of Total Quality Management on Customer Satisfaction and Retention in Abuja Hotels, Nigeria |
| title_full | 2023_The Effect of Total Quality Management on Customer Satisfaction and Retention in Abuja Hotels, Nigeria |
| title_fullStr | 2023_The Effect of Total Quality Management on Customer Satisfaction and Retention in Abuja Hotels, Nigeria |
| title_full_unstemmed | 2023_The Effect of Total Quality Management on Customer Satisfaction and Retention in Abuja Hotels, Nigeria |
| title_short | 2023_The Effect of Total Quality Management on Customer Satisfaction and Retention in Abuja Hotels, Nigeria |
| title_sort | 2023_the effect of total quality management on customer satisfaction and retention in abuja hotels, nigeria |