Digital Service Delivery and Marketing Performance of Hotels in Port Harcourt

Abstract

This study conducted an empirical investigation into the correlation between the supply of digital services and the performance of hotels in Rivers State. The research philosophy utilized was the nomothetic and quantitative methodological approach. The study strategy employed was a quasi-experimental approach using cross-sectional data. The research population consists of personnel working in four-star hotels in Rivers State. The sample size for the study includes a total of 120 designated employees selected from 12 hotels. In addition, a total of 10 hypotheses were formulated and subjected to statistical testing using the Spearman's Rank Correlation Coefficient tool. The findings revealed a robust correlation between digital service delivery and organizational performance, indicating a strong positive relationship. Based on the information provided, we determined that digital service delivery is a strategic management instrument that enhances the performance of hotels. Therefore, this study suggests that hotel management should use computerized services in the front-office to generate invoices and bills, facilitate guest check-in and check-out, track guest expenses, and facilitate information sharing within and between different areas of the hotel. Through the utilization of computerized front-office systems, clients may engage in real-time communication with front-office workers, resulting in quick attention to their demands. This research has proved that these offerings enhance the quality of hotel service and increase worker productivity.

Keywords

• Digital Service Delivery
• Organizational Performance
• Reservation Systems

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