A service delivery standardization framework for Nigeria’s hospitality industry
1 Standards Organization of Nigeria.
2 Zenith General Insurance Company Limited, Nigeria.
3 The Velvet Expression, Lagos, Nigeria.
4 Independent Researcher, Lagos, Nigeria.
5 Zenith Bank Nigeria.
Review
International Journal of Frontline Research and Reviews, 2023, 01(03), 051–065.
Article DOI: 10.56355/ijfrr.2023.1.3.0033
Publication history:
Received on 25 February 2023; revised on 11 April 2023; accepted on 14 April 2023
Abstract:
The hospitality industry in Nigeria has experienced significant growth over the past decade, driven by rising tourism, business travel, and international events. However, challenges related to inconsistent service delivery across the sector continue to undermine its global competitiveness. This paper proposes a Service Delivery Standardization Framework designed to enhance service quality, customer satisfaction, and operational efficiency in Nigeria's hospitality industry. The framework is based on the alignment of local practices with international best standards, offering a structured approach to improve consistency in service offerings across hotels, resorts, and other hospitality establishments. It addresses critical areas such as staff training, customer service protocols, health and safety standards, and technology integration. The framework advocates for the development of national service benchmarks, the establishment of regulatory oversight, and the creation of a feedback loop for continuous improvement. By promoting uniformity in service delivery, the proposed model aims to strengthen the reputation of Nigeria's hospitality sector, attract more international visitors, and boost revenue generation. Furthermore, this framework highlights the role of stakeholder collaboration, including government agencies, industry associations, and hospitality service providers, in implementing and sustaining the proposed standards. Key performance indicators (KPIs) are established to monitor and evaluate the effectiveness of the framework in achieving higher service standards and enhancing the overall customer experience. The paper concludes with recommendations for phased implementation and areas for future research to support long-term competitiveness in the global hospitality market.
Keywords:
Service delivery; Standardization; Hospitality industry; Nigeria; Customer satisfaction; Service quality
Full text article in PDF:
Copyright information:
Copyright © 2023 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution Liscense 4.0