A Study of Customer Engagement Strategies in the Hospitality Industry: A Case Study of Hotels in Katsina State
- Project Research
- 1-5 Chapters
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- NGN 5000
Background of the Study
Customer engagement is a critical determinant of success in the hospitality industry, where customer satisfaction and loyalty drive revenue growth. Engagement strategies, including personalized experiences, social media interaction, and loyalty programs, have become pivotal in enhancing customer relationships and competitive advantage (Kim & Lee, 2023).
In Katsina State, hotels face challenges such as fluctuating occupancy rates, increased competition, and changing customer expectations. Effective customer engagement strategies can help hotels build strong customer relationships, enhance satisfaction, and boost retention (Bello & Yusuf, 2024).
This study explores customer engagement strategies used by hotels in Katsina State and their impact on customer satisfaction and loyalty.
Statement of the Problem
Despite the importance of customer engagement in the hospitality industry, many hotels in Katsina State struggle to implement effective strategies. Challenges such as limited technological adoption, inadequate staff training, and inconsistent service delivery hinder customer satisfaction and retention (Adamu et al., 2025).
This study investigates the effectiveness of customer engagement strategies in addressing these challenges and enhancing hotel performance in Katsina State.
Objectives of the Study
- To identify customer engagement strategies adopted by hotels in Katsina State.
- To evaluate the impact of these strategies on customer satisfaction and loyalty.
- To explore challenges in implementing customer engagement strategies.
Research Questions
- What customer engagement strategies are employed by hotels in Katsina State?
- How do these strategies affect customer satisfaction and loyalty?
- What challenges hinder effective customer engagement in hotels?
Research Hypotheses
- Customer engagement strategies positively influence customer satisfaction.
- Effective engagement strategies improve customer loyalty in the hospitality sector.
- Challenges in customer engagement reduce its impact on hotel performance.
Scope and Limitations of the Study
This study focuses on hotels in Katsina State, analyzing customer engagement strategies and their effects on customer satisfaction and loyalty between 2023 and 2025. Limitations include variability in customer expectations and limited access to proprietary hotel performance data.
Definitions of Terms
- Customer Engagement: The process of creating meaningful interactions with customers to foster loyalty and satisfaction.
- Hospitality Industry: The sector that provides services such as lodging, food, and entertainment to customers.
- Loyalty Programs: Strategies designed to incentivize repeat patronage through rewards and benefits.
