August 2021

VOlUME 04 ISSUE 08 August 2021
Organizational Culture and Hotel-Quality Services Delivery in Enugu Metropolis, Enugu; Nigeria
1Osita, Fabian Chinedu,2 ANOKE Amechi Fabian,3 EZE Solomon Uchechukwu,4 Onuzulike Chukwuemeka, Nkechi
1,2,3,4Department of Business Administration, Nnamdi Azikiwe University, Awka; Anambra state Nigeria
DOI : https://doi.org/10.47191/ijsshr/v4-i8-36

Google Scholar Download Pdf
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.

KEYWORDS

Enugu, Hotels, Organization-Culture, and Quality Service Delivery.

REFERENCES

1) Anyanwu, V.(2013). The effect of company size on the relationship between TQM strategy and organizational performance. TQM Journal Magazine 12 (2), 144-148.

2) Beauchamp, T. L., Bowie, N. E., & Arnold, D. G. (Eds.). (2018). Ethical theory and business. 7th edition. Pearson Educational International: Upper Saddle River, New Jersey.

3) Benjamin, S. N (2011) The balanced scorecard: a new challenge. Journal of business management. 34(3), 22-34.

4) Bright, E. T. (2013) Development and operations of laboratory proficiency testing guide. Journal of International Organization for Standardization. 43(4), 98-104

5) Ciama T.Y.(2012). The TQM paradox: relations among TQM practices, plant performance, and customer satisfaction. Journal of Operations Management, 17 (1), 59-75.

6) Cosmos, A. K (2014) Impact of Organizational Culture on Employee Performance. International Review of Management and Business Research. 12(9), 46-56.

7) Ibru, G.D.(2018) Beyond Individualism Collectivism: New Cultural Dimensions of value. Journal of organizational value, 12(7), 78-83.

8) Jabbra, Y.U. & Dwivedi, K.J. (2014) Experiments with New Teaching Models and Methods. Journal of International Public Management Review. 5(2): 321-335

9) Kings, D.H. & Lui, A.T. (2018) Organizational ethics: A practical approach. Saga Publication: Journal of management 334(3), 45-53.

10) Lencioni, F.D. (2002) Innovation in Performance Measurement: trends and research implications. Journal of Management Accounting Research.32(3), 13-23

11) Louis K.O.(2011) Studying organizational culture. Administrative Science Quarterly.23(2),29-34.

12) Ndiokho, R. (2012). Total quality management programs: A fact or a management fad? Management Accounting Journal, 67(5), pp. 36-37.

13) Okpanel, K.O. (2017) Analytical Quality Assurance in water Quality monitoring. World Health Organization, Geneva. Journal of health organization. 65(6), 321-329.

14) Orogbu, L. O & Onyeizugbe, C. (2015) Business and Society: Ethics, Sustainability and stakeholder management. Journal of management. 23(4), 12-18.

15) Rich, R.(2015). TQM and innovation: A literature review and research framework, Technovation. International Journal of Business and Social Science, 21(9) 539-558.

16) Ryan, L.(2013). Technological innovation strategies, Engineering Management Journal 6(1), 17-24.

17) Taghian, E. U. (2012) The influence of value congruence on employee commitment for different industries in western countries. Journal of employee performance. 12(3), 565-573.

18) Warzecha, G.(2017). Baldrige award may be losing some luster. The Wall Street Journal, 11(9), 23-32.

19) Yonela, G. and Nita, S. (2018).Impact of organizational culture on service quality. Proceedings of the international conference on industrial engineering and operation management. Paris France.

VOlUME 04 ISSUE 08 August 2021

Indexed In

Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar