PROGENITOR’S ATTITUDE TOWARD THEIR INTERNAL CUSTOMER AND THE EFFECT ON THE PATRONAGE OF HOTEL INDUSTRY

ABSTRACT

This study identifies progenitor attitude towards their internal customers and the affect on patronage of hotel industry and adopted descriptive design survey type.  A 10 item questionnaire titled progenitor attitude towards their internal customers and the affect on patronage of hotel industry was designed for data collection of 208 respondents. Which included zero internal customers and 8 progenitors of 4 sampled hotels completed their questionnaire property. Data were analyzed using tables, frequency and mean, to answer the research question and independent z-test was used to test the null hypotheses at 0.05 level of significance. The study revealed that progenitor displays some attitude that affect the customers and staff welfare and also affect patronage of hotel industry.

TABLE OF CONTENT

Title Page ﾿ i

Approval Page ﾿ ii

Certification ﾿ iii

Dedication ﾿ iv

Acknowledgement ﾿ V

Table of Content ﾿     ﾿   ﾿ vi-vii ﾿

List of Table ﾿ viii

Abstract ﾿ ix ﾿

CHAPTER ONE: INTRODUCTION ﾿                  

1.1 ﾿ Background of the Study ﾿                       ﾿   1 ﾿        

1.2 ﾿ Statement of Problems ﾿   3     

1.3 ﾿ Objective of the Study    ﾿   4 

1.4 ﾿ Research Question ﾿   4

1.5 ﾿ Research Hypothesis ﾿       ﾿   4

1.6 ﾿ Significance of the Study ﾿   5 

1.7 ﾿ Research Findings ﾿   6 ﾿

1.8 ﾿ Consequence of Problem Faced by Workers ﾿       ﾿   7 

1.9 ﾿ Summary ﾿   7

CHAPTER TWO: LITERATURE REVIEW ﾿   

2.1 ﾿ Introduction ﾿   8

2.2 ﾿ Conceptual Framework ﾿   8

2.2.1 ﾿ Internal Customer Concept ﾿   ﾿   9

2.2.2 ﾿ Customer Service Concept ﾿     ﾿ 10

2.2.3 ﾿ Customer Concept ﾿ 13

2.3 ﾿ Theoretical Framework ﾿ 14

2.3.1 ﾿ Customer Service Theory ﾿ 14

2.3.2 ﾿ Consistency Theories ﾿ 16

2.3.3 ﾿ Function Theories ﾿ 20

2.3.4 ﾿ Theory of Reasoned Action ﾿ 22

2.3.5 ﾿ Theory of Planned Behavior ﾿ 22

2.3.6 ﾿ Management Theories and Concepts at the Workplace ﾿ 23

2.3.7 ﾿ Contingency Theory ﾿ 23

2.3.8   Theories of Leadership ﾿             23

2.4 ﾿ Empirical Framework ﾿ 24

2.4.1 ﾿ What Progenitors have to do in order to Enhance work Productivity ﾿             24

2.4.2 ﾿ Leadership and Management Administration ﾿ 26

2.4.3 ﾿ Leadership and Motivation ﾿ 27

2.5 ﾿ Summary ﾿ 32

CHAPTER THREE: METHODOLOGY ﾿

3.1 ﾿ Introduction ﾿ 33

3.2 ﾿ Research Design ﾿ 34

3.3 ﾿ Area of Study ﾿             34

3.4 ﾿ population of the Study ﾿ 34

3.5 ﾿ Sample and Sampling Techniques ﾿             34

3.6 ﾿ Instrument for Data Collection ﾿ 35

3.7 ﾿ Validity of the Instrument ﾿ 35 ﾿

3.8 ﾿ Reliability of Instruments ﾿ 35

3.9 ﾿ Data Collection Techniques ﾿ 35

3.10 ﾿ Data analysis Techniques ﾿ 36

CHAPTER FOUR: DATA PRESENTATION AND ANALYSES ﾿   ﾿

CHAPTER FIVE: DISCUSSION, CONCLUSION AND RECOMMENDATIONS ﾿  

5.1 ﾿ Discussion of Result ﾿ 45

5.2 ﾿ Conclusion ﾿ 48

5.3 ﾿ Implications of the Findings: ﾿ 49   

5.4 ﾿ Recommendation                                                                                    ﾿ 49

    REFERENCE

APPENDIX

LIST OF TABLE

Table 4.1: ﾿ Research Question 1 ﾿                       37

Table 4.2: ﾿ Distribution of staff responses to Research question 1 ﾿            38

Table 4.3: ﾿ Distribution customer’s responses to Research question 2            ﾿ 39

Table 4.4: ﾿ ﾿ Distribution of staff responses to Research question 2                  ﾿ 40

Table 4.5: ﾿ Staff and Customers responses to research Question 3                  ﾿ 41

Table 4.6: ﾿ Distribution of progenitor’s responses to research Question 3      ﾿ 42

Table 4.7: ﾿ Z –test analysis of research hypothesis 1                    ﾿       ﾿ 43

Table 4.8: ﾿ Z-test analysis of Research Hypothesis 2                ﾿                 ﾿ 43

Table 4.9:  ﾿ Z –test analysis to research hypothesis 3 ﾿ 44