IMPACT OF PROBLEM SOLVING TECHNIQUE ON PERFORMANCE OF TRANSCORP HILTON HOTEL ABUJA, NIGERIA

130

IMPACT OF PROBLEM SOLVING TECHNIQUE ON PERFORMANCE OF TRANSCORP HILTON HOTEL ABUJA, NIGERIA

ABSTRACT
Problem solving technique is a veritable tool for today’s management to utilize for optimal result. This research work used the Impact of Problem Solving Technique on Performance of Transcorp Hilton Hotel Abuja, Nigeria as it investigates on skills in problem solving on customer satisfaction, evaluate whether there is a significant relationship between decision making styles on employee satisfaction, ascertain the usefulness of brainstorming guide on net profit margin and To assess employees assertiveness and self confidence in achieving profit via problem solving technique. The population size of the organization under study was 320 after the use of a statistical tool called Taro Yamane was used to determine the sample size and questionnaire prepared and administered. The first hypotheses indicates that Skill and Customer satisfaction were positively and significantly related (x2=17.96**> x2 Tab=9.487). This means if the Skill is effective, it will have a great impact on Customer Satisfaction. Hence, we reject the null hypothesis and accepted the alternate which state that “Skill have significance on customer satisfaction in Transcorp Hilton Hotel Abuja, Nigeria” the second hypotheses indicate that Decision Making styles and Employee satisfaction were positively and significantly related (x2=15.78**> x2 Tab=9.487), This means if decision making is effective, it will have a great impact on Employee satisfaction. Hence, we reject the null hypothesis and accepted the alternate which state that “There is a significant relationship between decision making style of problem solving and employees satisfaction at Transcorp Hilton Hotel Abuja, Nigeria”, the third hypotheses indicate that there is a correlation between Brainstorming Guide aids return on Investment as they were related (r=0.551**, p<0.000). This shows that Brainstorming can contribute or aid Transcorp Hilton Hotel Abuja, Nigeria’s return on investment. Hence, we reject the null hypothesis and accepted the alternate which state that ‘Brainstorming guide in problem solving does aids return on investment of Transcorp Hilton Hotel Abuja, Nigeria and the last hypotheses show that there is a tie Correlation between Assertiveness/Self confidence and Profitability as they were related (r=0.614**, p<0.000). Hence, we reject the null hypothesis and accepted the alternate which state that ‘Assertiveness and self confidence in problem solving impact positively on the profitability of Transcorp Hilton Hotel Abuja, Nigeria. The research findings which show that problem solving technique skills impact on customer satisfaction in the organization, there is significant relationship between decision making styles of problem solving and employees satisfaction, brainstorming guide in problem solving does aids return on investment and Assertiveness and self confidence in problem solving does impact positively on the profitability. The following recommendation put was put forth, that Transcorp Hilton Hotel Abuja, Nigeria and other hospitality firms must imbibe the spirit of research in their decision making. The use of haphazard method of decision should be totally disallowed and problem solving technique must be adopted, furthermore, the success of any firms largely depends on their workforce. There should be proper human resource and personnel management efforts. The workers of the firm must be adequately motivated and remunerated to build enhanced performance. Finally, there should be care and precaution in the application of problem solving technique because of the quantitative analysis that may be involved. A little mistake in the improper utilization of these techniques can lead to organizational failure.

TABLE OF CONTENTS

Title Page i
Approval ii
Declaration iii
Dedication iv
Acknowledgment v
Abstract vi
Table of Content vii
List of Table viii
Test of Hypotheses Table ix
CHAPTER ONE INTRODUCTION
1.1 Background of the Study 1
1.2 Statement of the Problem 4
1.3 Objectives of the Study 5
1.4 Research Questions 6
1.5 Research Hypotheses 6
1.6 Significance of the Study 7
1.7 Limitations of the Study 7
1.8 Scope and Delimitation of Study 8
1.9 Conceptual Definition of Terms 8
References 12
CHAPTER TWO: REVIEW OF RELEVANT LITERATURE
2.1 Conceptual Framework 13
2.1.1 Historical Framework on Performance 13
2.1.2 Concept of Performance Management 14
2.1.3 Concept of Organization 15
2.1.4 What is Performance Management 16
2.1.5 Performance Evaluation and Motivation 18
2.2 Performance Problem Solving 19
2.2.1 Problem Solving 21
2.2.2 The Problem at Transcorp Hitlton Hotel Abuja, Nigeria 21
2.3 Theoretical Framework 21
2.3.1 Gestalt Theory 21
2.3.2 Performance Theory: Understanding Theories 24
2.3.2.1 Goal Theory 24
2.3.2.2 Control Theory 25
2.3.2.3 Social Cognitive Theory 25
2.3.2.4 Reward Management 26
2.4 problem solving technique 26
2.4.1 Strategic Reward Characteristics and Critical Evaluation 26
2.4.2 Recurring Problems at Transcorp Hilton Hotel 27
2.5 Empirical Review 34
2.6 Summary of the Literature Review 35
2.7 Critique of the Literature Reviewed 35
References 38
CHAPTER THREE: RESEARCH METHODOLOGY
3.1 Research Design 40
3.2 Sources of Data 40
3.2.1 Primary Data 40
3.2.2 Secondary Data 41
3.3 Area of study 41
3.4 Population of the Study 41
3.5 Sampling Techniques 42
3.6 Sample Size 42
3.7 Allocation of Sample Size 44
3.8 Research Instrument for Data Collection 45
3.8.1 Questionaire 45
3.8.2 Oral Interview 45
3.8.3 Observation 46
3.9 Questionaire Administration and Collection 46
3.10 Methods of Analyzing the Data 46
3.11 Decision Rule 47
3.12 Validity of Research instrument 47
3.13 Reliability of Research Instrument 48
References 50
CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS
4.1 Data Presentation 51
4.2 Testing of Hypothesis 68
4.3 Discussions of Findings 73
CHAPTER FIVE: SUMMARY, CONCLUSION, RECOMMENDATIONS AND SUGGESTIONS FOR FURTHER STUDIES
5.1 Summary of Findings 74
5.2 Conclusion 74
5.3 Recommendations 75
5.4 Suggestion for further studies 76
Bibliography 78
Appendixes 81
Questionnaires 82

______________________________________