GASPRO International Journal of Eminent Scholars

ABSTRACT

This study sought to assess the effect of in-room entertainment on guests’ patronage experiences in two hospitality industries in Ikorudu, Lagos. The study was carried out at Sheriffyt Royal Hotel and Suites and Jamadex Kings Hotel in Ikorudu, Lagos, Nigeria. An Ex-post facto research design was adopted for the study. The population of the study consisted of management staff, members of Board of Directors, the Managing Director, functional managers, supervisors, and other workers of the two aforementioned hotels. A simple random sampling technique was used to select 35 respondents from the two hotels, and this gave a sample size of 70 respondents, which was used for the study. The main instrument used in this study was a questionnaire titled "In-Room Entertainment on Quest Patronage Questionnaire" (IEQPQ). A letter of introduction was written by the researcher to the management of the two hotels for permission to conduct the research in their organisation and for assistance and understanding. When permission was granted, the questionnaire, which was developed by the researcher for data collection, was administered to the respondents, and retrieved six days later from each respondent in the two selected hotels in Ikorudu, Lagos. The researcher subjected the data generated for this study to appropriate statistical techniques, such as Pearson Product Moment Correlation analysis, for testing the hypotheses. The test for significance was done at a 0.05 alpha level and at 68 degree of freedom. Based on the findings of the study, it is observed that almost all segments of hotel guests, particularly upscale guests, think wireless internet is the most important amenity among items such as complimentary breakfast, bedding and pillow choices, pillow top mattress, and free parking. The study concluded that there is significant relationship between personalised welcoming messages on HD TV and customer’s patronage. There is significant relationship between high-speed wireless internet and customer’s patronage. One of the recommendations was that hotel managers are advised to understand their guests’ needs in order to keep current customers and attract new customers’ patronage to the hotel.

KEYWORDS: In-Room Entertainment, Guests’ Patronage, Sheriffyt Royal Hotel & Suites, Jamadex Kings Hotel and Lagos State