Security Challenges for the Hotel Industry: Implications for Selected Hotels in Owerri, Nigeria
Abstract
This study investigates the security challenges of ten selected hotels in the metropolis of Owerri, Nigeria, and the effect on guest loyalty. A survey was conducted on 154 respondents using a structured instrument to elicit responses regarding the various physical, personnel, and systemsecurity aspects of the hotel industry. Relationships between the consequent variables were determined using the Pearson correlation coefficient. The result indicated a weak positive correlation (r2 = 0.270) between security conditions and guest patronage (p ≤ 0.01) while a weak positive correlation (r2 = 0.086) was also identified between perceived guest security and the availability of informal businesses (p ≤ 0.281) in the hotel. A lack of security collaboration among hotels located in the area, inadequate emergency exits, and poor internal security were also indicated. The study recommends a balance between the provision of adequate security and guest privacy, bearing in mind the aggravation guests may feel in the event of an invasion of privacy.
Keywords: guest loyalty, guest relations, guest satisfaction, hotel industry, hotel security
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