Innovative Strategies For Sustainable Quality Service Delivery In Hotels In Umuahia Metropolis, Abia State:- Joseph, Ezinne M

ABSTRACT

This study investigated the Innovative Strategies for Sustainable Quality Service Delivery in Hotels in Umuahia Metropolis, Abia State. The research focused on four key innovations; digital menu boards, voice-activated technology, social media integration, and personalized mixology bars on customer satisfaction, convenience, and brand loyalty, alongside sustainable service delivery practices. A structured questionnaire was distributed to 384 hotel guests, with 350 valid responses retrieved (91.15% response rate). Data were analyzed using descriptive statistics and Ordinary Least Squares (OLS) regression. Findings revealed that digital menu boards significantly improved service efficiency, order accuracy, and guest satisfaction (coefficient = 0.25, p = 0.0021). Social media integration had a strong influence on guest engagement and loyalty (coefficient = 0.20, p = 0.0132), with 80% of respondents affirming its positive impact. Personalized mixology bars, though adopted by only 40% of hotels, enhanced memorability and repeat patronage (coefficient = 0.22, p = 0.0056). Voice-activated technology, however, showed no significant effect due to low adoption (coefficient = 0.10, p = 0.2310). Overall, sustainable quality service delivery recorded the highest influence (coefficient = 0.30, p = 0.0001), with a grand mean of 3.03, reflecting positive guest perceptions above the 2.50 benchmark. The study concludes that accessible innovations (digital menu boards, social media) and niche services (personalized mixology), when combined with sustainable practices, are pivotal to strengthening hotel competitiveness in Umuahia. It recommends wider adoption of digital and eco-friendly innovations, improved staff training, and investment in personalized services to align with global hospitality standards.