International Journal of
Innovation, Management and Technology

Abstract— This paper represents a conceptual analysis and development of a theoretical model for investigating the strength of service delivery as a mediating variable on the relationship between human resources management practices and customer satisfaction. The study would employ questionnaire survey to gather data for testing hypotheses. The proposed survey study would draw sample from customers of hotels located in Kano metropolis, Nigeria. The proposed study has the potential for creating a new knowledge and improvement of professional practice in the hospitality industry.

Index Terms— Human resource management practices, service quality, customer satisfaction, hospitality industry

A. J. Bambale is with the Department of Business Administration and Entrepreneurship, Bayero University, Kano, P.M.B. 3011, Nigeria (e-mail: ajbambale.bus@buk.edu.ng). K. Goni is with the School of Accounting, Finance and Quantitative Studies, Asia Pacific University of Technology & Innovation Malaysia (email: kuwatagoni@gmail.com).

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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. 43-248, 2017.