Organizational Culture and Hotel-Quality Services Delivery in Enugu Metropolis, Enugu; Nigeria

Abstract

Organizational culture is the collection of business practices, ethics, processes, and interactions that make up the work environment more favorable and productive. Due to the pivotal role organizational culture plays in the hotel business, managers and hotel owners invest heavily in human and material resources to bridge the communication gap. However, there are still inconsistencies and lacuna between the employer and employees in the hotel industry in Enugu Metropolis which do result in a hostile and unpleasant working environment leading to poor service delivery. This study examined the relationship that exists between organizational culture and hotels quality service delivery in Enugu Metropolis, Enugu State. The study adopted a descriptive survey research design and data were collected from respondents with the aid of a structured questionnaire. Collected data were analyzed using the arithmetic mean. Hypotheses were tested using Pearson Product Moment correlation Coefficient via Statistical Packages for Social Science (SPSS 23). Findings showed that there is a significant relationship between organizational behavior and quality service delivery in hotels in Enugu Metropolis. The study concluded that organizational culture has a great impact on the quality of services hotels in Enugu Metropolis offers to the customer, and recommended that management of hotels in Enugu Metropolis should inculcate the organizational value and international best practices to the functionality of her staff as that will help sell out the organizational image to the satisfaction of their customers which is ultimate in the hotel business.

A quantitative approach to investigate factors contributing to social housing occupants’ challenges in the semi-arid climate of Nigeria

“…In addition to POE, Adegoke and Adegoke (2013), Umeora (2018), Chinedu and Oladejo (2019) and Klumbytea et al (2020) avowed the possibility of minimizing occupants’ challenges in social housing by putting in place appropriate strategic and operational FM framework in the management of the social housing. In support, Adewunmi et al (2009), Atkin and Bildsten (2017), Koleoso et al (2017) and Tannor et al (2021) maintained that implementing FM practices improves service delivery, facility standards, occupants’ satisfaction, ensuring safety of occupants and extend the economic lives of the buildings.…”

Sourcing approach for facilities management services in social housing within the semi-arid climate of Nigeria

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