Papers by frederick bassey
Journal of Tourism, Hospitality and Sports, 2016
This paper seeks to critically examine the Nigerian Tourism policy, identify areas that need re-a... more This paper seeks to critically examine the Nigerian Tourism policy, identify areas that need re-appraisal. Some key areas were noted for re-appraisal, such as provision of infrastructure, transportation and communication, socio-cultural factor, marketing and promotion, safari and eco Tourism, private sector participation and security. These areas were identified based on their importance to the development of Tourism in a destination and the role they play in tourist intention to visit.
African Journal of Business and Economic Research, Dec 6, 2022
A proper understanding of the high demands and sophisticated changes in customers’ needs in devel... more A proper understanding of the high demands and sophisticated changes in customers’ needs in developing economies has made the study of service quality imperative in this 21st century banking operations. This study focused on the effect of service quality on customer satisfaction of banking services in developing economies, such as Nigeria. The research designs for this study were cross-sectional survey and phenomenological research. Topman formula was used to derive the sample size of 947 customers of commercial banks that participated in the study. Data were obtained from the questionnaire. Standard multiple regression analysis was employed for data analysis. Findings from the study revealed that there is a significant joint effect of service quality factors (service attractiveness, customer friendliness, bank automation effectiveness and safe transactions) on customer satisfaction. The study concluded that attractive services, customer friendliness, effective bank automation services, and safe transactions to customers are potentials for business re-engineering in organisations, especially in the banking sector.
This study examines the problem of work family conflict among international and private owned lux... more This study examines the problem of work family conflict among international and private owned luxury hotels in South-South Nigeria. The study determined the prevalence of work conflict in luxury hotels, the management strategies of hotel management in handling family work conflict confronting the hotel workers, and the effect of management strategies on worker's effectiveness. A judgmental sample of six private owned and four international chain hotels scattered across the South-South geopolitical zone of Nigeria was used for the study. Data for the study was obtained from management and front-line workers of the selected hotels with the aid of structured questionnaire. The study measured the prevalence of work family conflict, management response to work family conflict in luxury hotels, and the effect of management responses on worker's effectiveness. The study revealed that front-line employees of Hospitality industry in Nigeria (private-owned and international chain) are faced with work family, role conflict, alongside the negative effects associated with it and that management response to dealing with the issue helps the employee in managing these effects. The study also revealed that management of international chain hotels in Nigeria have slightly imbibed the culture of their counterpart hotels in developed nations of the world while management of private owned hotels show little or no concern in amelioration these effects even in the midst of its prevalence and these attitude was attributed to lack of institutionalized social support system and poor government policy in regards to employment standards. It was therefore recommended that management of private owned hotels in Nigeria should imbibe strategies and tools used by international chain hotel in ameliorating work family conflict alongside the formulation of strategies peculiar to them and that Nigerian government should enforce laws that check employee welfare in the hospitality industry.
African Journal of Business and Economic Research
A proper understanding of the high demands and sophisticated changes in customers’ needs in devel... more A proper understanding of the high demands and sophisticated changes in customers’ needs in developing economies has made the study of service quality imperative in this 21st century banking operations. This study focused on the effect of service quality on customer satisfaction of banking services in developing economies, such as Nigeria. The research designs for this study were cross-sectional survey and phenomenological research. Topman formula was used to derive the sample size of 947 customers of commercial banks that participated in the study. Data were obtained from the questionnaire. Standard multiple regression analysis was employed for data analysis. Findings from the study revealed that there is a significant joint effect of service quality factors (service attractiveness, customer friendliness, bank automation effectiveness and safe transactions) on customer satisfaction. The study concluded that attractive services, customer friendliness, effective bank automation servi...
European Urology Supplements, 2015
Journal of Hospitality, Aug 25, 2021
iii OZ v DEDICATION vii ACKNOWLEDGMENT viii LIST OF TABLES xiii LIST OF FIGURES xiv LIST OF ABBRE... more iii OZ v DEDICATION vii ACKNOWLEDGMENT viii LIST OF TABLES xiii LIST OF FIGURES xiv LIST OF ABBREVIATION xv
This paper seeks to critically examine the Nigerian Tourism policy, identify areas that need re-a... more This paper seeks to critically examine the Nigerian Tourism policy, identify areas that need re-appraisal. Some key areas were noted for re-appraisal, such as provision of infrastructure, transportation and communication, socio-cultural factor, marketing and promotion, safari and eco Tourism, private sector participation and security. These areas were identified based on their importance to the development of Tourism in a destination and the role they play in tourist intention to visit. Keywords : Tourism Policy, Tourism development, Appraisal, Reappraisal
African Journal of Hospitality, Tourism and Leisure, 2020
The hasty practice of moving to foreign countries for high tech medical services is hinged on a d... more The hasty practice of moving to foreign countries for high tech medical services is hinged on a diverse range of motivators of which developing countries like Nigeria can take advantage of. This paper explored the reasons behind Nigerian consumers' outbound medical tourism; identified the risk factors that give Nigerians concern over engaging in medical tourism; and determined the effect of cost of treatment on outbound medical tourism. Using a structured online questionnaire, data were obtained from a judgemental sample of 100 medical tourists. The data gathered were analysed using descriptive statistics and linear regression analysis. The findings showed that Nigerians undertake outbound medical tourism due to improper medical treatment in home country, infrastructural inadequacies, commensurate cost of treatment in destination countries and availability of qualified health service providers abroad. The three major risk factors include; lack of insurance coverage, cultural dif...
The hasty practice of moving to foreign countries for high tech medical services is hinged on a d... more The hasty practice of moving to foreign countries for high tech medical services is hinged on a diverse range of motivators of which developing countries like Nigeria can take advantage of. This paper explored the reasons behind Nigerian consumers' outbound medical tourism; identified the risk factors that give Nigerians concern over engaging in medical tourism; and determined the effect of cost of treatment on outbound medical tourism. Using a structured online questionnaire, data were obtained from a judgemental sample of 100 medical tourists. The data gathered were analysed using descriptive statistics and linear regression analysis. The findings showed that Nigerians undertake outbound medical tourism due to improper medical treatment in home country, infrastructural inadequacies, commensurate cost of treatment in destination countries and availability of qualified health service providers abroad. The three major risk factors include; lack of insurance coverage, cultural differences, and travel time/distance. Lastly, cost of treatment significantly and positively affects Nigerian patients' outbound medical tourism intention. The implication is that government and non-governmental agencies should aggressively develop medical facilities in the nation's tourism hub to meet up international standard and discourage medical outbound tourism.
U6CAU Proceedings, 2020
In this study, the relationship between marketing research and enhancement of quality offerings b... more In this study, the relationship between marketing research and enhancement of quality offerings by service providers in Cross River State, Nigeria was investigated. The survey research design was adopted for the study and data were obtained from management and marketing department staff of five service providers in Calabar. The study measured the effect of marketing research (MR) on service quality dimensions (responsiveness, reliability, assurance, tangible and empathy) on customers' perception of service offered by these providers in Calabar. Findings revealed that marketing research significantly influences the enhancement of service quality. Also all dimensions of service quality showed a positive relationship except for reliability which is presumed to be taken for granted. Hence marketing research does little or nothing to improve service providers' perspective towards reliability service quality attribute. It was therefore recommended that service providers should make service reliability a management decision and not for the marketing research department alone, rather it should be an orientation or a company culture. That firms should imbibe this culture in employees by including it in their motto or mantra. Marketing research should be undertaken by service providers to investigate and understand customers' needs and wants in order to improve service quality dimensions. Finally, service organizations should invest greatly in marketing research aimed at gathering and providing accurate information that will lead to customer-centric service provision that will enhance customer satisfaction.
Article, 2019
This study examined Private Sector remittances and tourism development in Calabar, Cross River St... more This study examined Private Sector remittances and tourism development in Calabar, Cross River State. Data for the study was collected through participatory interviews, records from Cross River State Internal Revenue Service, Cross River State Tourism Bureau, journals and textbooks. The data generated were analyzed using descriptive statistics such as tables, charts simple percentages. It was observed that the decline in revenue remittances by private sector to government for tourism development was as a result of government policy on taxation in Calabar, Cross River State. Among recommendations made was that Government should provide a legislation to encourage the private sector organizations to do business and most importantly reduce taxes as these may hinder tourism development.
The hospitality industry in Cross River State is still at the lowest rungs of the destination lif... more The hospitality industry in Cross River State is still at the lowest rungs of the destination life cycle when compared
with the quantity and quality of development of the sector in most popular tourism destinations. The concern
for the quality service delivery has resonated among practitioners and researchers in the area of destination
management. One of the interventions prescribed for driving upward the destination performance indicators
is the need to train hospitality workers in the industry. In response to the challenge, this study investigates
the influence of training on hospitality workers’ perception in Cross River State. A judgmental sample of 65
hospitality establishments was used for the study represented by their staff in a hospitality stakeholder’s forum
held in the state. This study measured the influence of training on six perception dimensions: Employees’ self esteem,
satisfaction with current job, career growth opportunity, perceived employer appreciation, turnover
intentions, and fair remuneration. The investigation revealed that out of the six perception variables, only
perceived employer-employee relation shows significant difference. It was therefore recommended that the
supporting infrastructure that will make the industry attractive should be put in place so as to attract people who
will appropriately respond to training as a managerial tool for enhancing organizational performance as reported
in other studies.
Keywords: Training; Hospitality Worker; Destination Service Level; Employee Self-esteem; Turnover Intention;Perception; Cross River
This paper seeks to critically examine the Nigerian Tourism policy, identify areas that need re-a... more This paper seeks to critically examine the Nigerian Tourism policy, identify areas that need re-appraisal. Some key areas were noted for re-appraisal, such as provision of infrastructure, transportation and communication, socio-cultural factor, marketing and promotion, safari and eco Tourism, private sector participation and security. These areas were identified based on their importance to the development of Tourism in a destination and the role they play in tourist intention to visit.
Thesis Chapters by frederick bassey
The purpose of this thesis is to develop a conceptual model that examines the relationship betwee... more The purpose of this thesis is to develop a conceptual model that examines the relationship between customers perceived price fairness, satisfaction and loyalty, incorporating two outcomes of loyalty, affective loyalty and behavioral loyalty. Perceived price fairness is the customer’s perception of a sales transaction and outcome being just, acceptable and reasonable. It is believed that the perception of customers influences their judgment thereby increasing satisfaction and loyalty outcomes. The aforementioned relationships were examined via data obtained from customers of hotels in Nigeria using hierarchical multiple regression analysis. These hotel customers are chosen from the users of online reservation system of the hotel for booking accommodation. According to the result of the study, perceived price fairness has a significant positive effect on customer satisfaction, similarly, the results showed that perceived price fairness has a significant positive effect on affective and behavioral loyalty; therefore, perceived price fairness increases customer satisfaction and loyalty. Furthermore, the results of the study indicate that customer satisfaction positively influences customer loyalty lending support to customer satisfaction as a factor of predicting customers repeat purchase. Finally, the results demonstrate the mediating effect of customer satisfaction between perceived price fairness and loyalty. Thus, perceived price fairness is positively related to affective and behavioral loyalty directly and indirectly through customer satisfaction. Accordingly, managerial implications are provided based on the study results, information with regards to the study limitations and suggestion for further research is presented in the thesis.
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Papers by frederick bassey
with the quantity and quality of development of the sector in most popular tourism destinations. The concern
for the quality service delivery has resonated among practitioners and researchers in the area of destination
management. One of the interventions prescribed for driving upward the destination performance indicators
is the need to train hospitality workers in the industry. In response to the challenge, this study investigates
the influence of training on hospitality workers’ perception in Cross River State. A judgmental sample of 65
hospitality establishments was used for the study represented by their staff in a hospitality stakeholder’s forum
held in the state. This study measured the influence of training on six perception dimensions: Employees’ self esteem,
satisfaction with current job, career growth opportunity, perceived employer appreciation, turnover
intentions, and fair remuneration. The investigation revealed that out of the six perception variables, only
perceived employer-employee relation shows significant difference. It was therefore recommended that the
supporting infrastructure that will make the industry attractive should be put in place so as to attract people who
will appropriately respond to training as a managerial tool for enhancing organizational performance as reported
in other studies.
Keywords: Training; Hospitality Worker; Destination Service Level; Employee Self-esteem; Turnover Intention;Perception; Cross River
Thesis Chapters by frederick bassey
with the quantity and quality of development of the sector in most popular tourism destinations. The concern
for the quality service delivery has resonated among practitioners and researchers in the area of destination
management. One of the interventions prescribed for driving upward the destination performance indicators
is the need to train hospitality workers in the industry. In response to the challenge, this study investigates
the influence of training on hospitality workers’ perception in Cross River State. A judgmental sample of 65
hospitality establishments was used for the study represented by their staff in a hospitality stakeholder’s forum
held in the state. This study measured the influence of training on six perception dimensions: Employees’ self esteem,
satisfaction with current job, career growth opportunity, perceived employer appreciation, turnover
intentions, and fair remuneration. The investigation revealed that out of the six perception variables, only
perceived employer-employee relation shows significant difference. It was therefore recommended that the
supporting infrastructure that will make the industry attractive should be put in place so as to attract people who
will appropriately respond to training as a managerial tool for enhancing organizational performance as reported
in other studies.
Keywords: Training; Hospitality Worker; Destination Service Level; Employee Self-esteem; Turnover Intention;Perception; Cross River