Service Quality and Customer Satisfaction in Resort Hotels in Nigeria
Ezenta Ogemdi Nneoma, Osagie Leslie Uwabor
Page Numbers : 415-426
DOI : 10.36348/sjbms.2021.v06i11.002
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.
Review Article
Nov. 18, 2021
Social Media as a Sustainable Tool for Tourism Marketing Communication
Prem Kumar
Page Numbers : 412-414
DOI : 10.36348/sjbms.2021.v06i11.001
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.
Review Article
Oct. 14, 2021
Human Resource Forecasting and Employee Resourcefulness: A Review of Literature
This study examines the relationship between human resource forecasting and employee resourcefulness in an organization. The study is purely conceptual and thus largely adopted a desk research methodology. Literature review was carried out covering the theoretical conceptual and empirical review of the study constructs, dimensions and measures. The findings in extant literature of the study are that human resource forecasting positively and significantly improves employee resourcefulness in organization. Again, the dimensions of human resource forecasting; quantitative and qualitative forecasting positively and significantly enhance employee resourcefulness. The study therefore recommends that the organization should integrate human resource forecasting into the firm’s overall human resource management framework. This will significantly improve resourcefulness of employees at work.
Original Research Article
Oct. 9, 2021
The Influence of Organizational Culture, Internal Control on the Implementation of Good Corporate Governance through the Integration of Accounting Information Systems (Research at Dr. Chasbullah Abdulmadjid General Hospital, Bekasi City)
Yanka Perkasa, Fardinal
Page Numbers : 394-404
DOI : 10.36348/sjbms.2021.v06i10.001
This study aims to examine how much influence of organizational culture, internal control and integration of accounting information systems as an intervening variable on the implementation of good corporate governance at the Regional General Hospital dr. Chasbullah Abdulmadjid Bekasi City. The questionnaires were distributed to hospital staff and 100 questionnaires were returned. Respondents' answers were then analyzed by using the SEM-PLS statistical assessment. The results of this study illustrate that organizational culture variables have an effect of 10.81% on the information system for accounting integration variable, Variables in the internal control system have an impact of 86.85% on the integration of accounting information systems variable. The accounting information system has the following impact of 95.72% on the variable of strong corporate governance implementation. And the variable of organizational culture, Internal control and accounting information system integration have a favorable and significant impact. of 97.6% on the implementation of good corporate governance, Other variables not included in this study influence the remaining 2.4 %.
Review Article
Sept. 30, 2021
The Relationship between Digital Marketing and SMES in Creating Value for Customers in Light of the Corona Pandemic in Jordan
Dr. Emad Ahmed
Page Numbers : 389-393
DOI : 10.36348/sjbms.2021.v06i09.004
Since the emergence of the Corona virus and its spread to become a global pandemic, many changes have occurred in human life, and it was necessary to unite the world and exchange experiences and experiences in overcoming this disease and its negative repercussions on all sectors and levels that imposed new habits on individuals, the most important of which is shopping through digital technologies to obtain them, Therefore, this study aimed to investigate the impact of digital marketing on the SME sector to create value for customers. To achieve this, the comparison method was adopted for previous studies. It was found that digital marketing has an effective role in reaching customers and marketing products electronically, in addition to that social media platforms were among the most effective tools in Jordan, and stakeholders should focus on digital marketing in the SME sector, especially by relying on social media platforms to benefit From this opportunity that the epidemic imposes on customers, which increases the strength of this sector to overcome the crisis and enable it in the future. The SME sector in Jordan is considered one of the most important sectors that support the Jordanian economy due to its daily activities, job opportunities and rapid financial exchange.
Original Research Article
Sept. 14, 2021
The Effect of Competence, Time Budget Pressure and Audit Complexity with Motivation as Moderation
Hendi Purwanto, Dwi Asih Surjandari
Page Numbers : 376-388
DOI : 10.36348/sjbms.2021.v06i09.003
The purpose of this research was to analyze the influence of competence, time budget pressure and audit complexity with motivation as moderating. The study uses quantitative methods, by sending a survey to a population of 100 respondents from external parties, namely accountants and KAP auditors who are domiciled in the DKI Jakarta area. The survey was conducted on several sample members whose data were collected using a questionnaire. The results showed that the competence variable and time budget pressure had a positive effect on audit quality, because the better the competencies possessed by each auditor, the higher the quality of financial reports, while a tight time budget caused the auditor to leave the planned part in the audit stage. (part of the audit plan) which can be important and can result in lowering the quality of the resulting audit, while complexity has a negative effect on audit quality, because in this study the auditors felt it was easier because of the use of accounting software in carrying out the audit process. An integrated accounting system helps auditors to carry out audits more easily. The results showed that motivation was unable to moderate the effect of competence and complexity on audit quality when the tasks assigned to the auditors were not in accordance with their competencies and the emphasis was only on understanding the client's systems and SOPs without discussing the breadth of divisions within the company or its industry. Meanwhile, the results of data processing show that motivation can moderate the effect of time budget pressure on audit quality.
Original Research Article
Sept. 11, 2021
Organizational Justice and Employee Commitment in the Port Harcourt Area Command of the Nigeria Police Force
Unaam, Akaninyene Okon, Benjamin, Okechukwu
Page Numbers : 366-375
DOI : 10.36348/sjbms.2021.v06i09.002
This study examined the relationship between organizational justice and employee commitment in the Port Harcourt Area Command of the Nigeria Police Force. Distributive justice was the dimension of organizational justice considered in this study. Affective, normative and continuance commitment were used as measures of employee commitment. The study adopted a cross-sectional survey research design. The primary source of data was a structured self-administered questionnaire. The population of this study consists of Senior Police officers from the rank of Assistant Superintendent of Police (ASP) and above, and the other ranks made up of Inspectors and Non-Commissioned Officers (NCOs) working in the twenty-seven (27) Police Divisions distributed in four (4) Local Government Areas of Rivers State, Nigeria which has a total staff strength of 14,886. Due to the large size of the population, the Taro Yamane Sample Size determination techniques were used to determine the sample size of 390 employees, which were selected through stratified random sampling. Internal reliability of the instrument was achieved through the Cronbach Alpha coefficient with items being above 0.70. The Spearman Rank Order Correlation tool was used for hypothesis testing. The study findings revealed that there is a significant relationship between organizational justice and employee commitment in the Port Harcourt Area Command of the Nigeria Police Force. The study recommends the Nigeria Police should.
