THE IMPACT OF CUSTORMERS LOYALTY ON ORGANISATIONAL PERFORMANCE IN HOTEL INDUSTRY (A CASE STUDY OF SELECTED HOTELS IN ABEOKUTA, OGUN STATE)

Ogunyemi, O. O (2019) THE IMPACT OF CUSTORMERS LOYALTY ON ORGANISATIONAL PERFORMANCE IN HOTEL INDUSTRY (A CASE STUDY OF SELECTED HOTELS IN ABEOKUTA, OGUN STATE). FEPI-JOPAS, 1 (1). pp. 134-153. ISSN 2714-2531 134

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Abstract

The research was to investigate the impact of customer loyalty on organizational performance in the hotel industry, the data for this study were obtained from primary source where a survey was carried out on selected Hotel organizations and their customers in Abeokuta Metropolis of Ogun state. The five (5) selected hotels in includes Green legacy Resort, Daktad Suites, IBD international hotel, Jambed hotel and Suites and Mokland Hotel. 100 respondents were chosen as the sample size while 100 questionnaires was administered to the respondents and only 80 questionnaires were carefully filled and returned, and the data was analyzed using statistical package for social science version 20 with a descriptive and inferential statistics, From the findings it shows that 76.3% of the respondents agreed that with an effective customer loyalty, hotel services remain the best despite competitors product from other hotels. It was recommended that management of the hotels should develop and continually deliver quality product and services to customers as product features which likely to help consumers develop brand loyalty.

Item Type:	Article
Subjects:	Q Science > Q Science (General)
Divisions:	Faculty of Engineering, Science and Mathematics > School of Chemistry
Depositing User:	Mr. Bolanle Yisau I.
Date Deposited:	01 Jun 2021 06:38
Last Modified:	01 Jun 2021 06:38
URI:	http://eprints.federalpolyilaro.edu.ng/id/eprint/1590

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