Value Creation and Customers Satisfaction: Tasks of Marketing in Hotel Industries in Asaba, Delta State

Abstract

Value creation and customers satisfaction: Tasks of marketing managers in hotel industries in Asaba, Delta, State. Value Creation is a manager and directors’ strategy for realization of goals in their organizations. Value creation is pivotal for making business to sail to greater heights.    Descriptive survey research design was adopted for the study. One research question guided the study. Population of the study is 5,000 which comprised 2000 males and 3000 female staffs of Elomaz Hotel. 20 male staffs each were selected from accounting and waiters and portal departments. On the other hand, 22 female staff were selected from advertisement, cooking and cleaning departments using stratified sampling technique, which gave a total sampling size of 126. Instrument used for data collection was a researcher developed questionnaire “titled value creation and customer satisfaction: Tasks of the marketing managers in Asaba Delt State, was used with four rating scale of strongly agree, agree, disagree and strongly disagree.  Instrument for data collection was validated by two specialists from department of marketing and Business Education, Madonna University Okija campus, Anambra State. Cronbach alpha statistics was used to determine the reliability coefficient of the instrument at 0.78 and 0.97, which shows that the instrument was reliable for use in this study. A total of 126 questionnaires were administered to students with the help of two research assistants, and a total of 126 questionnaires were returned non- got missed. Mean scores were used to analyze the data. The finding from this study reveals that value creation encourages customers to return to hotels they have received their kind services thus, helping hotel organizations to create business legacies thus sailing in their goodwill. It was recommended from this study that hotel directors and managers should think out better hotel management strategy to keep their hotel business functional without hitches.