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
Research Questions
Research Hypotheses
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