Impact of Security Management Practices on Customers' Satisfaction in the Hotel Industry in Asaba, Delta State, Nigeria

Abstract

The study investigated the impact of security management practices on customers' satisfaction in the hotel industry in Asaba, Delta State, Nigeria. Specifically, the study determined the influence of security practices on customers’ satisfaction in hotel industry in Asaba; and the improved hotel security management practices to be adopted in hotel industry in Asaba. The study was guided by two research questions and two null hypotheses in line with the specific purposes. A descriptive survey research design was adopted for the study. The population for the study was 1,500 respondents, which made up of 133 hotel management staff, 982 hotel employees and 385 hotel guests from thirty-two (32) registered hotels in Asaba. A sample size 316, comprising 79 hotel management staff, 126 hotel employees and 111 hotel customers/guests from the 32 registered hotels in Asaba were studied. A mixed sampling technique involving proportionate sampling, simple random sampling and accidental sampling techniques was adopted. A structured questionnaire was used for data collection. The questionnaire was face-validated by five experts. The reliability of the instrument was tested using Cronbach Alpha reliability coefficient, and it yielded 0.85 reliability coefficient index. Data collection was carried out by the researcher with the help of three research assistants. Data collected from the study were analyzed using Mean, Standard Deviation, and one-way ANOVA. The findings revealed fifteen (15) influences of security management practices on customers’ satisfaction in hotel industry in Asaba, Delta State; they are: strong security measures foster trust between guests and the hotel, leading to a more positive overall experience; when guests feel secure, they perceive higher value in their stay, which enhances satisfaction; efficient security management reduces guest anxiety about potential risks among others. The findings also identified twenty-two (22) improved hotel security practices to be adopted in hotel industry in Asaba, Delta State; they are: utilizing facial recognition technology for guest check-in, installing smart locks with remote access control, the use of AI-powered surveillance cameras for real-time monitoring, using drones for perimeter security and surveillance among others. Based on the findings, it was concluded that hotel industry's commitment to prioritizing security management directly correlates with heightened customer satisfaction, which ultimately contributes to business success through repeat patronage and positive word-of-mouth referrals. The study recommended among others that hotels should adopt state-of-the-art surveillance technologies, such as CCTV cameras and motion sensors, to monitor hotel premises continuously.