TRAINING: A PANACEA OF CUSTOMER SERVICE INEFFICIENCY AND IMPROVING HOTEL PERFORMANCE AT OSOGBO, OSUN STATE, NIGERIA
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Date
2017
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Publisher
International Journal of Arts & Sciences,
Abstract
The objectives of this study were to investigate the impact of training on customer service, to determine
the benefits of training in the hotel establishment and to determine the level at which employees are
trained. The study evaluated training as a panacea for customer service inefficiency and improving hotel
performance at Osogbo, Osun State, as hotel establishment experience inadequate customer service due
to lack of staff training as this has stood against loss of income in the industry. Three hotels were
selected in Osogbo, Egbedore and Olorunda local government area of the state. One hundred and sixty
questionnaires were administered while the data were analyzed using descriptive statistics and the
hypothesis was tested using Pearson, Chi square at 0.05 level of significance. The first hypothesis
calculated 0.25 which reveals that training has the significant impact on customer service and the
second hypothesis calculated 0.035 which reveals that training has benefits effect on customer service;
therefore the null hypothesis was rejected. Other finding shows that training helps staff in improving
performance. It helps them in handling customer’s complaint and also delivers good service to the
guest. Based on the above findings, it was concluded that training increases the overall organizational
performance. Also, a means of survival to any organization and essential for effective performance of
employees, enhancement of employee’s ability to adapt to the changing and challenging business
environment
Description
Staff Publication
Keywords
Training,, Customer service,, Employees effectiveness,, Customer