Security Challenges for the Hotel Industry: Implications for Selected Hotels in Owerri, Nigeria

Authors

  • Edwin Chigozie Nwokorie Department of Hospitality Management The Federal Polytechnic Ilaro, Ogun State, Nigeria http://orcid.org/0000-0002-4722-4154
  • Polycarp Igbojekwe Department of Hospitality and Tourism Management, Imo State University 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

Author Biographies

Edwin Chigozie Nwokorie, Department of Hospitality Management The Federal Polytechnic Ilaro, Ogun State, Nigeria

Senior Lecturer

Department of Hospitality Management

The Federal Polytechnic Ilaro, Ogun State, Nigeria

Polycarp Igbojekwe, Department of Hospitality and Tourism Management, Imo State University Owerri, Nigeria

Professor,

Department of Hospitality and Tourism Management,

Imo State University Owerri, Nigeria.

References

Adebayo, I. N., & Adebayo, K. J. (2015). The menace of Boko Haram in hospitality patronage in Nigeria and its effect on health and healthcare. Developing Country Studies, 5(8), 161–166.

Adepoju, D. (2017, 11 April). Hotel development opportunities in the Nigerian recession. Retrieved from http://www.financialnigeria.com/hotel- development-opportunities-in-the-nigerian-recession-blog-242.html

Akpan, F.U. (2017). Security issues and challenges in the hospitality and tourism industry in Idah Local Government Area, Kogi State Nigeria. Nuhu Bamalli Polytechnic Multidisciplinary Journal, 2(2), 34–43.

Alananzeh, O. A. (2017). The impact of safety issues and hygiene perceptions on customer satisfaction: A case study of four and five star hotels in Aqaba, Jordan. Journal of Tourism and Hospitality Research, 6(1), 1–7.

Amelia,M., & Garg, A. (2016). The first impression in a finedining restaurant: A study of C Restaurant in Tampere, Finland. European Journal of Tourism, Hospitality and Recreation, 7(2), 100–111.

Amfani-Joe, C. E.,Bahagu,A.,&Osagede,E. A. (2018). Consumer perception and satisfaction of hotel services in Lafia, Nasarawa State,Nigeria. Asian Journal of Advanced Research and Reports, 1(3), 1-11.

Bankole, A. S. (2002). The Nigerian tourism sector: Contribution, constraints, and opportunities. The Journal of Hospitality Financial Management, 10(1), 71–89.

Bharwani, S., & Mathews, D. (2012). Risk identification and analysis in the hospitality industry: Practitioners’ perspectives from India. Worldwide Hospitality and Tourism Themes, 4(5), 410–427.

Cebekhulu, N. P. (2016). Assessing security measures at hotels: A case study from Gauteng (Unpublished master of arts thesis). Retrieved from http://uir.unisa.ac.za/bitstream/handle/10500/22182/dissertation_cebekhulu_np.pdf?sequence=3&isAllowed=y

Cedric, H. (2011). The hotel industry and its importance in the technical and economic development of a region: The large genera case (1852– 1914). Journal of Tourism History, 3(3), 237–265.

Chakravarti, B. K. (2011). Hotel accommodation. New Delhi, India: aph Publishing Corporation.

Chandra, A. (2017). Bar and beverage management. New Delhi, India: Paradise Press.

Chauhan, A., Shukla, A., & Negi, P. (2018). Safety and security measures adopted by the hotels and their impact on customer relationship management. International Journal of Research – Granthaalayah, 6(1), 118–125.

Delena, N. (2010). Current trends in the global tourism industry: Evidence from the United States. Revista de Administração Pública, 44(5), 1125–1137.

Dominici, G., & Guzzo, R. (2010). Customer satisfaction in the hotel industry: A case study from Sicily. International Journal of Marketing Studies, 2(2), 3–12.

Egbulonu, K.G. (2001). Topics in advanced statistics: A simplified approach. Owerri, Nigeria: Peace Publishers.

Groenenboom, K., & Jones, P. (2003). Issues of security in hotels. International Journal of Contemporary Hospitality Management, 15(1), 14–19.

Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty. Total Quality Management, 11(4–6), 509–514.

Guilford, J. P., & Benjamin, F. (1978). Fundamental statistics in psychology and education. New York, ny: McGraw-Hill.

Hilliard, T. W., & Baloglu, S. (2008). Safety and security as part of the hotel service scape formeeting planners. Journal of Convention & Event Tourism, 9(1), 15–34.

Högnäs, S. (2015). The importance of the first impression in hotel customer service (Unpublished degree thesis). Retrieved from https://www.theseus.fi/bitstream/handle/10024/96496/Sandra_Hognas.pdf?sequence=1&isAllowed=y

Jasinskas, E., Streimikiene, D., Svagzdiene, B., & Simanavicius, A. (2016). Impact of hotel service quality on the loyalty of customers. Economic Research – Ekonomska Istraživanja, 29(1), 559–572.

Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351.

Kasim, A. (2006). The need for business environmental and social responsibility in the tourism industry. International Journal of Hospitality and Tourism Administration, 7(1), 1–22.

Khadka, K. (2014). Hotel security. Retrieved from https://www.slideshare.net/KalamKhadka/hotel-security-38680372

Khemani, S. (2001). Fiscal federalism and service delivery in Nigeria: The role of states and local governments. Retrieved from http://www1.worldbank.org/publicsector/decentralization/march2003seminar/fiscalfedreport.pdf

Maranga, V. N. (2015). Manager’s perception towards security factors: A comparative examination of 3 to 5 star hotels in Nairobi and Mombasa counties (Unpublished doctoral dissertation). Kenyatta University, Nairobi City, Kenya.

Mitrović, M. (2017). Dimensional structure of satisfaction with hotel services. Academica Turistica, 10(1), 57–68.

Mubiri, J. B. (2016). Customer satisfaction in hotel services: Case-Lake Kivu Serena Hotel (Unpublished bachelor’s thesis). jamk University of Applied Science, School of Service and Business Management, Jyväskylä, Finland.

Negi, J., & Manoher, G. (2011).Hospitalitymanagement: Current trends and practices. New Delhi, India: University Science Press.

Nwokorie, E. C. (2016). Service recovery strategies and customer loyalty in selected hotels in Lagos State, Nigeria. Net Journal of Business Management, 4(1), 1–8.

Nwokorie, E. C. (2017). Contemporary hospitality management: Academic and business perspectives. Abeokuta, Nigeria: de s Publishing.

Nwokorie, E. C., & Ezeibe, N. (2016). Service failure as a causative of

customer aggression on hospitality industry employees. Basic Research Journal of Business Management and Accounts, 5(2), 12–18.

Nwokorie, E. C., & Obiora, J. N. (2018). Sustainable development practices for the hotel industry in Nigeria: Implications for the Ilaro area of Ogun State. Research in Hospitality Management, 8(2), 125–131.

Nwokorie, E. C., Everest,D.A., & Ojo,O.O. (2014). Emerging security challenges for tourism development: Effect on the Nigerian economy. Journal of Women in Technical Education, 7(2), 33–40.

Obiora, J.N.,&Nwokorie,E.C. (2018). Impediments to rural youth entrepreneurship towards the hospitality sector in Nigeria: The case of Ihitte-Uboma, Imo State. Journal of Tourism and Hospitality Management, 6(1), 81–91.

O’Fallon, M. J., & Rutherford, D. G. (2011). Hotel management and operations (5th ed.). Hoboken, nj: Wiley.

Okafor, J. C.,Nwokorie, E. C.,&Akeredolu,A. I. (2010).Dependence on street foods for food security: Lagos State as a case study. Journal of Women in Technical Education & Employment, 6(3), 104–111.

Onugha,O., Ibem, E. O.,& Aderonmu, P. A. (2016). Assess-ment of the impact of circulation design on guests’ satisfaction with hotel facilities in Port Harcourt, Nigeria. International Journal of Applied Engineering Research, 11(8), 5797–5805.

Pazir, D., & Amin, I. (2015). A study of customer satisfaction towards hotel industry in Kashmir Valley. International Journal of Management Research and Review, 5(12), 1117–1123.

Yamane, T. (1967). Statistics: An introductory analysis (2nd ed.). New York, ny: Harper & Row.

Downloads

Published

2020-01-15

How to Cite

Nwokorie, E. C., & Igbojekwe, P. (2020). Security Challenges for the Hotel Industry: Implications for Selected Hotels in Owerri, Nigeria. Academica Turistica - Tourism and Innovation Journal, 12(2). Retrieved from https://academica.turistica.si/index.php/AT-TIJ/article/view/153

Issue

Section

Articles