SUSTAINABLE CUSTOMER SATISFACTION THROUGH STRATEGIC PLANNING IN THE NIGERIAN HOSPITALITY INDUSTRY

Autores/as

  • Kelechi Enyinna Ugwu Department of Logistics and Supply Chain Management, School of Logistics and Innovation Technology Federal University of Technology Owerri
  • Charles Odinakachi Njoku Department of Entrepreneurship and Innovation Technology, School of Logistics and Innovation Technology Federal University of Technology Owerri
  • Wilfred Isioma Ukpere Department of Industrial Psychology and People Management, School of Management, College of Business and Economics, University of Johannesburg
  • Francis E. Monyei Department of Industrial Psychology and People Management, School of Management, College of Business and Economics, University of Johannesburg

DOI:

https://doi.org/10.18623/rvd.v22.n7.4498

Palabras clave:

Strategic Planning, Customer Satisfaction, Hospitality Industry, Transformational Leadership and Pearson Correlation

Resumen

Ineffective strategic planning disrupts the efficient deployment of resources, ultimately undermining service quality and customer satisfaction. The present study evaluates the degree to which strategic planning serves as a mechanism for enhancing customer satisfaction within the Nigerian hospitality industry. A correlational survey design was used to obtain empirical data from nine hospitality firms in Nigeria selected through simple random sampling. The sampled firms, namely Sugar Villa, Graziella, Clairbon Plaza, Links, De-Legend, Mavis, Villa Gerden, Beland, and Concord, provided the basis for analysis. Correlation techniques were applied in testing the hypotheses. Findings demonstrated that proactive, customer-focused planning supported by transformational leadership is crucial for achieving immediate service excellence and sustaining long-term customer satisfaction. The results revealed a strong positive relationship between strategic planning and customer satisfaction within Nigeria’s hospitality sector. The Pearson Correlation Coefficient indicated r=0.987, N=152, p<0.001 suggesting that well-formulated strategic initiatives significantly enhance customer experience. Organizations should embed customer satisfaction goals explicitly into their strategic frameworks to ensure alignment between long-term planning and customer expectations. The study contributes to the body of knowledge by enhancing the transformative leadership model and extending its conceptual boundaries to integrate strategic planning and customer satisfaction within the hospitality industry. Measuring sustainability in customer satisfaction is challenging, as perceptions differ between international and local guests. Nigerian customers may evaluate satisfaction differently from international tourists.

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Publicado

2025-12-24

Cómo citar

Ugwu, K. E., Njoku, C. O., Ukpere, W. I., & Monyei, F. E. (2025). SUSTAINABLE CUSTOMER SATISFACTION THROUGH STRATEGIC PLANNING IN THE NIGERIAN HOSPITALITY INDUSTRY. Veredas Do Direito, 22, e224498. https://doi.org/10.18623/rvd.v22.n7.4498

Número

Vol. 22 (2025): Veredas do Direito, v. 22, 2025

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Articles

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