ABSTRACT

 The work investigated employee attitude towards customer care and customer satisfaction of selected hotels in Aba. The study had four (4) specific objectives and was guided by four (4) research questions and one (1) hypothesis. The work also reviewed related empirical literature. Data for the research was generated using structured questionnaires. The data generated was analyzed using simple descriptive analysis, Anova and correlation to analyze the hypothesis. The result of the study revealed that the listed mechanisms and strategies in the table 4.8 are used by hotels employees in Aba towards customer care and satisfaction. The result also revealed that the problems facing customer care and satisfaction service of the selected hotels in Aba are lack of adequate training, lack of incentives, denials of Employees involvement in decision making, late promotion, lack of safety and security and poor accessibility/location are the problems facing customer care and satisfaction service in their hotels, which is in line with the findings of Hokanson (1995). Furthermore, the result revealed the existing relationships between customer care services and customer satisfaction in the hotels which shows significant relationship in the responses across the selected hotels where most of the respondents agreed that there is an existing relationships between customer care services and customer satisfaction in these hotels. The result on the mechanisms and strategies for the improvement of employees attitude towards customer care and satisfaction shows that most of the employees in the selected hotels were in agreement that performance appraisal, incentives, promotion, employee participation in decision making, and training are the mechanisms and strategies for the improvement of employees' attitude towards customer care and satisfaction. This research work conclusively revealed that employee attitude towards customer care and customer satisfaction is perceived positively across the selected hotels in Aba.