ABSTRACT

This study identifies progenitor attitude towards their internal customers and the affect on patronage of hotel industry and adopted descriptive design survey type.  A 10 item questionnaire titled progenitor attitude towards their internal customers and the affect on patronage of hotel industry was designed for data collection of 208 respondents. Which included zero internal customers and 8 progenitors of 4 sampled hotels completed their questionnaire property. Data were analyzed using tables, frequency and mean, to answer the research question and independent z-test was used to test the null hypotheses at 0.05 level of significance. The study revealed that progenitor displays some attitude that affect the customers and staff welfare and also affect patronage of hotel industry.

TABLE OF CONTENT

Title Page i

Approval Page ii

Certification iii

Dedication iv

Acknowledgement V

Table of Content       vi-vii

List of Table viii

Abstract ix

CHAPTER ONE: INTRODUCTION                  

1.1 Background of the Study                         1        

1.2 Statement of Problems   3     

1.3 Objective of the Study      4 

1.4 Research Question   4

1.5 Research Hypothesis         4

1.6 Significance of the Study   5 

1.7 Research Findings   6

1.8 Consequence of Problem Faced by Workers         7 

1.9 Summary   7

CHAPTER TWO: LITERATURE REVIEW   

2.1 Introduction   8

2.2 Conceptual Framework   8

2.2.1 Internal Customer Concept     9

2.2.2 Customer Service Concept     10

2.2.3 Customer Concept 13

2.3 Theoretical Framework 14

2.3.1 Customer Service Theory 14

2.3.2 Consistency Theories 16

2.3.3 Function Theories 20

2.3.4 Theory of Reasoned Action 22

2.3.5 Theory of Planned Behavior 22

2.3.6 Management Theories and Concepts at the Workplace 23

2.3.7 Contingency Theory 23

2.3.8   Theories of Leadership             23

2.4 Empirical Framework 24

2.4.1 What Progenitors have to do in order to Enhance work Productivity             24

2.4.2 Leadership and Management Administration 26

2.4.3 Leadership and Motivation 27

2.5 Summary 32

CHAPTER THREE: METHODOLOGY

3.1 Introduction 33

3.2 Research Design 34

3.3 Area of Study             34

3.4 population of the Study 34

3.5 Sample and Sampling Techniques             34

3.6 Instrument for Data Collection 35

3.7 Validity of the Instrument 35

3.8 Reliability of Instruments 35

3.9 Data Collection Techniques 35

3.10 Data analysis Techniques 36

CHAPTER FOUR: DATA PRESENTATION AND ANALYSES  

CHAPTER FIVE: DISCUSSION, CONCLUSION AND RECOMMENDATIONS  

5.1 Discussion of Result 45

5.2 Conclusion 48

5.3 Implications of the Findings: 49   

5.4 Recommendation                                                                                    49

    REFERENCE

APPENDIX

LIST OF TABLE

Table 4.1: Research Question 1                       37

Table 4.2: Distribution of staff responses to Research question 1            38

Table 4.3: Distribution customer’s responses to Research question 2            39

Table 4.4: Distribution of staff responses to Research question 2                  40

Table 4.5: Staff and Customers responses to research Question 3                  41

Table 4.6: Distribution of progenitor’s responses to research Question 3      42

Table 4.7: Z –test analysis of research hypothesis 1                          43

Table 4.8: Z-test analysis of Research Hypothesis 2                                43

Table 4.9:  Z –test analysis to research hypothesis 3 44