Since the evolution of human being communication has played an important role in trade and business. Advancement in methods and medium of communication has given wings to marketing of goods and services in tourism as it is an information intensive industry. We have experienced diverse employability of Internet Communication Technologies (ICT’s) which has given rise to Social Media as an important tool of marketing communication. This conceptual paper argues over the nature of sustainability of Social Media platforms and its constituent elements. Tourists are actively participating in creating marketing content on social media platforms along with destination marketers and promoters. User Generated Content (UGC) on social media platforms have become important source to help tourists in making a purchase decision for online and offline tourism products. Social Media allows user to upload, share, interact and make collection of user controlled data which serves as a guide for interested tourists. It is a platform where both tourism destination marketer and tourists become an information generator, disseminator and user. The paper applies the concept of sustainability on social media as a marketing communication tool and brings out the insights of social media to be called as a sustainable tool. The available literature indicates that dimensions of sustainability (environmental, economic, and social) are applicable on social media platforms in terms of generating online content which is less expensive, environment friendly and self-sustaining.

The study investigated service quality and customer satisfaction in resorts hotels. The primary objective of the study is to examine the relationship between service quality and customer satisfaction in resort hotels in the south-east, Nigeria. In line with the purposes of the study, three hypotheses were formulated to guide the study. A quasi-experimental research design was adopted. The sample size comprised of three hundred and eighty-four (384) adult guests who visited the selected resort hotels in the South-East Region of Nigeria. A structured questionnaire based on a five-point Likert scale was used for data collection. Percentages and frequency were used in analyzing demographic information of the respondents, while means and standard deviation were for responses to questionnaire items. Spearman Rank Order Correlation was used to test the formulated hypotheses at 0.05 level of significance. The findings revealed that a significant relationship exists between tangibility, reliability, responsiveness dimensions of service quality and customer satisfaction in resort hotels in South-East, Nigeria. The study concludes that when the quality of service is improved in resort hotels, it enhances customer satisfaction. Also, the level of awareness towards the importance and benefits of service quality will put managers of resort hotels to be up and doing to increase customer satisfaction, retention and loyalty. The study, therefore, recommends amongst others that; hotels should always make the first experience of any customer exciting and unforgettable to make the customer wanting to return; Management of hotels should hire enthusiastic employees who would like to deal with the customer nicely and try to solve customer complaints and other issues in an effective manner. This will build the confidence of the customer about the hotel, hence, opening opportunities for more patronage.