Effect of Safety Protocols on Customer Patronage of Hotels in Anambra State, Nigeria
Keywords:
Safety Protocols, Cleanliness and Hygiene, Social Distancing, Customer Patronage, EpidemicsAbstract
This study examined the effect of safety protocols on customer patronage of hotels during epidemic outbreaks in Anambra State, Nigeria. The specific objectives of the study were to ascertain the effect of cleanliness and hygiene, and social distancing on customer patronage of hotels during epidemic outbreaks in Anambra State. The study adopted descriptive survey research design. The population of interest in this study is infinite, comprised of all hotel customers in Anambra State. A sample size of 384 hotel customers was drawn using Cochran’s formula. The sample hotels and respondents were selected through simple random and judgmental sampling techniques respectively. Primary data for the study were collected using structured questionnaire. Frequency tables and percentages were employed in presenting and analysis of data, while multiple regressions were employed in testing of the hypotheses at 0.05 significant levels. The results indicated that the two majoring construct - cleanliness and hygiene, and social distancing had positive significant effects on customer patronage of hotels during epidemic outbreaks in Anambra State of Nigeria. The study concluded that safety protocols have significant positive effect on customer patronage of hotels during epidemic outbreaks in Anambra State. The study therefore, recommended that hotels should continue to improve on cleanliness and hygiene by adopting more innovative measures such as the use of technology, effective cleansing agents and techniques. Also recommended was that hotels should keep on implementing social distancing measures as well as adopting some contactless service technologies to assure customers of their safety as this will boost customer confidence leading to enhanced patronage.
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