Impact of Communication on Customers’ Satisfaction in Hospitality Industry in Kwara State, Nigeria
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Date
2021-07-11
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African Scholar Publications & Research International
Abstract
This research examined the relationship between effective communication
and customer`s satisfaction with a particular reference to hospitality
industry in kwara State. It is aimed at finding out the extent to which effective
communication helps customer`s satisfaction in Kwara State. In an attempt
to establish the thrust of this research, primary and secondary data were
generated. Secondary data were sourced from articles textbook and journals
and primary data was generated through self-administered questionnaire.
Both descriptive and inferential statistics were utilized for data analysis with
the aid of statistics package for social science. Descriptive data was
analyzed using simple percentage table and regression analytical tools were
used to test the hypothesis. From the empirical result obtained, it was
discovered that (communication channel and message design) considered in
this study were predictors of customer satisfaction. The result also showed
that there was a significant relationship between communication channel
and customer loyalty. Based on the findings from the study, it was
recommended that both management and junior staff should develop more
interest in best communication strategies to retain both new and old
customers.
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