The Impact of Personalized Guest Experiences on Repeat Visits to Luxury Hotels in Jos, Plateau State
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Background of the Study
Personalized guest experiences have emerged as a cornerstone of success in the hospitality industry. By tailoring services to meet individual guest preferences, hotels can foster deeper connections, enhance satisfaction, and encourage repeat visits (Alvarez et al., 2023). Personalization encompasses a range of strategies, from customized room settings to curated activities, all aimed at creating memorable experiences.
Jos, Plateau State, renowned for its scenic beauty and serene environment, is a growing destination for luxury tourism. The presence of luxury hotels in the area provides an opportunity to implement personalization strategies that cater to diverse guest preferences. However, while global trends highlight the benefits of personalization, its application in Jos’s hospitality sector remains limited (Okafor et al., 2024).
Statement of the Problem
Luxury hotels in Jos face challenges in retaining guests due to the lack of personalized experiences. Guests increasingly demand tailored services that reflect their unique preferences, yet many hotels fail to meet these expectations. This gap not only impacts guest satisfaction but also limits the potential for repeat visits and long-term loyalty (Ibrahim, 2023).
This study seeks to explore the role of personalized experiences in influencing repeat visits, providing insights for improving service delivery in luxury hotels in Jos.
Objectives of the Study
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To analyze the impact of personalized guest experiences on repeat visits to luxury hotels in Jos.
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To identify specific personalization strategies that enhance guest satisfaction and loyalty.
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To propose recommendations for implementing effective personalization in luxury hotels.
Research Questions
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How do personalized guest experiences influence repeat visits to luxury hotels in Jos?
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What personalization strategies are most effective in enhancing guest satisfaction?
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How can luxury hotels improve personalization to foster guest loyalty?
Research Hypotheses
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Personalized guest experiences have no significant impact on repeat visits to luxury hotels in Jos.
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Specific personalization strategies do not significantly enhance guest satisfaction.
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Improved personalization does not significantly foster guest loyalty.
Scope and Limitations of the Study
The study focuses on luxury hotels in Jos, assessing the role of personalization in repeat visits. Limitations include variations in guest preferences and access to data on hotel performance.
Definitions of Terms
Personalized Guest Experiences: Tailored services and interactions designed to meet individual guest needs and preferences.
Repeat Visits: Instances where a guest returns to the same hotel for subsequent stays.
Luxury Hotels: Premium accommodations offering high-quality services and amenities.
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