September 2015 Vol. 3 No. 5

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Original Research Article

The impact of e-marketing and services: to achieving effective customer’s service in the hospitality industry in Nigeria

Alex-Onyeocha¹* O. U. and Iwuagwu Chinonso C²

¹Hospitality Management Department, Dorben Polytechnic, Abuja Nigeria
²Department of Tourism and Event Management, Afe-Babalola University, Ado-Etiki, Nigeria

*Corresponding Author’s E-mail: alugoonconsult14@yahoo.com

Accepted August 20, 2015

Abstract

The impact of electronic marketing (e-marketing) and services to achieving effective customer’s service in the hospitality industry in Nigeria is the global issues in the hospitality sector, and the fastest means of service in the industry. The effects of electronic marketing in the customer service, makes the business of the operators of the industry easy and coordinated. In this era the use of electronic media has or is playing role; in the development or improving the marketing and the relationship of customer’s (guest) with their prospective hotels. It exposes the activities of the industry and improves satisfaction, customers’ loyalty and retention. The researchers adopted the survey method. The instrument used was the questionnaire arranged and analyzed in the likert method with simple percentage. 120 were sampled from tourist online and guests and staff from three hotels located in Abuja Nigeria. The study revealed that e-marketing and service has a great influence to satisfying customers of the hospitality industry; and improves the socio-economic importance of the industry. The study also concluded that the hotel operators, managers and investors should tap into the trend or the global network system of marketing to improve the business relationship with the world.

Key words: Benefit of e-marketing, between e-marketing and customers services and e-marketing and hotel industry, e-marketing, relationship