doi: 10.18178/ijimt.2017.8.3.736
Is Service Quality Going to Integrate Human Resource Management Practices (HRMPS) and Customer Satisfaction in Hotel Industry?
A. J. Bambale1
,
K. Goni2
- 1Department of Business Administration and Entrepreneurship, Bayero University, Kano, P.M.B. 3011, Nigeria
- 2School of Accounting, Finance and Quantitative Studies, Asia Pacific University of Technology & Innovation Malaysia.
Abstract
This paper represents a conceptual analysis anddevelopment of a theoretical model for investigating thestrength of service delivery as a mediating variable on therelationship between human resources management practicesand customer satisfaction. The study would employquestionnaire survey to gather data for testing hypotheses. Theproposed survey study would draw sample from customers ofhotels located in Kano metropolis, Nigeria. The proposed studyhas the potential for creating a new knowledge andimprovement of professional practice in the hospitalityindustry.
Keywords
- Human resource management practices
- service quality
- customer satisfaction
- hospitality industry
How to Cite
A. J. Bambale and K. Goni, "Is Service Quality Going to Integrate Human Resource Management Practices (HRMPS) and Customer Satisfaction in Hotel Industry?," International Journal of Innovation, Management and Technology, vol. 8, no. 3, pp. 243-248, 2017. https://doi.org/10.18178/ijimt.2017.8.3.736
Copyright & License
Copyright © 2017 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).