Original Scientific Article
Security Challenges for the Hotel Industry:
Implications for Selected Hotels in Owerri, Nigeria
Edwin Chigozie Nwokorie
Department of Hospitality Management,
The Federal Polytechnic Ilaro, Nigeria
eddygozie@gmail.com
Polycarp Igbojekwe
Department of Hospitality & Tourism Management,
Imo State University Owerri, Nigeria
unclepoly112@yahoo.com
This study investigates the security challenges of ten selected hotels in the metropo-
lis of Owerri, Nigeria, and the effect on guest loyalty. A survey was conducted on 154
respondents using a structured instrument to elicit responses regarding the various
physical, personnel, and system security aspects of the hotel industry. Relationships
between the consequent variables were determined using the Pearson correlation
coefficient. The result indicated a weak positive correlation (r2 = 0.270) between se-
curity conditions and guest patronage (p ≤ 0.01) while a weak positive correlation
(r2 = 0.086) was also identified between perceived guest security and the availabil-
ity of informal businesses (p ≤ 0.281) in the hotel. A lack of security collaboration
among hotels located in the area, inadequate emergency exits, and poor internal se-
curity were also indicated. The study recommends a balance between the provision
of adequate security and guest privacy, bearing in mind the aggravation guests may
feel in the event of an invasion of privacy.
Keywords: guest loyalty, guest relations, guest satisfaction, hotel industry, hotel
security
https://doi.org/10.26493/2335-4194.12.193-205
Introduction
Security has long been recognised as a necessity for
the overall growth and development of the hotel in-
dustry, both in developed and developing societies.
This growing recognition has led to the commitment
of most hotel enterprises towards strengthening their
security systems in terms of advanced security ar-
rangements to ensure increased confidence on the
part of hotel investors, employees, and guests, who
form the core elements that foster industry develop-
ment. In the previous decade, the hotel industry has
played a prominent role in the development of Nige-
ria’s economy with tourism capacity building, provi-
sion for employment and cultural rebirth (Onugha,
Ibem, & Aderonmu, 2016; Obiora & Nwokorie, 2018),
and is regarded as one of the fastest growing sectors
in Nigeria’s economy, equivalent to the communica-
tions sector (Bankole, 2002; Onugha et al., 2016). This,
therefore, implies that the conditions necessary for the
overall sustainability of the business as a key player
in Nigeria’s economic growth should not be under-
emphasised.
However, most hotels in major cities and state cap-
itals in Nigeria still grapple with the reality of insecure
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Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
situations within the business environment in relation
to emerging security trends in the tourism sector. For
instance, Nwokorie (2017) wrote that while hotel secu-
rity technology is moving into the cybersecurity sec-
tor, with an eye on customer data protection, physi-
cal security and awareness remain crucial to the safety
of hotel guests. Even when hotels have strong security
policies and procedures in place, they are still vulner-
able to cyber-attacks, break-ins, theft, fraud, and other
crimes. Consequently, it is vital to take precaution-
ary measures and continually evaluate security pro-
grammes. Nwokorie, Everest, and Ojo (2014) also saw
that one major problem that affects the development
of the hotel industry is the unfavourable government
stance concerning its lack of policy development on
tourism security, which should be treated as an essen-
tial condition for the success of the hospitality busi-
ness. The government, at the state level, is usually un-
interested in the size of private organisations set up in
relation to the provision of all-round security for such
businesses, mainly because security is exclusively un-
der the aegis of the legislative authority of the central
government (Nwokorie et al., 2014).
Nevertheless, the hotel industry has been a great
source of revenue to the government through value-
added tax (vat) and similar revenue collections but
without the government necessarily providingmost of
the social services required for successful business op-
erations (Khemani, 2001). Most hotel establishments
resort to the services of private security outfits to im-
prove guest confidence (Maranga, 2015; Cebekhulu,
2016), thus forcing an increase in the cost of hotel
products and services, thereby significantly affecting
the customer loyalty of the hotel industry (Nwokorie,
2016).
Again, there is an emerging trend of increased
competition among hotels in Owerri as a result of
concentrating hotel business in a particular location
within the city. Hotels everywhere in the state’s capi-
tal indicate that the business has overextended itself,
resulting in too many available rooms relative to the
guests’ desire to rent them. The result of this busi-
ness concentration is the undue attraction of security
risks to the business area, which is triggered by the in-
evitable visibility of different types of guests, including
vips and celebrities, who are likely to form part of the
customer base of these hotels (Nwokorie et al., 2014).
Hotel businesses are equally expected to improve the
wellbeing of the local people through the provision
of indirect employment opportunities for the local
population, as part of corporate social responsibil-
ity and sustainable development practice (Nwokorie
& Obiora, 2018). Judging from the perceived unem-
ployment rate within the state, it is expected that local
individuals may take undue advantage of this situa-
tion to commit crimes on unsuspecting guests within
the business location (Khadka, 2014). This could com-
promise the reputation of the affected establishment,
especially when there is a lack of security collabora-
tion among the nearby hotel businesses (Nwokorie,
et al., 2014) as is the case with the majority of hotel
businesses in crime-affected areas. Specifically, Ade-
bayo and Adebayo (2015) wrote that guest insecurity
has scared tourists from visiting Maiduguri, Nigeria,
over the previous decade, which led to a drastic reduc-
tion of guest patronage of small and medium hotels in
the area. Similarly, Akpan (2017) determined that cult
activities led to a staggering decline in the patronage
of hospitality products and services, in Idah, Nigeria,
in 2016 with the resultant loss of jobs that occasioned
the collapse of the affected businesses.
The myriad of social challenges for the industry in
Owerri has been compounded by the decline in the
number of accessible roads to most hotel locations in
the capital in recent times. Personal observations have
proven that the condition of most of the roads linking
the state’s capital, through inland roads to hotel busi-
ness locations with neighbouring states, have deterio-
rated. This situation could dampen the confidence of
inbound visitors from a global point of view (Delena,
2010), thus painting a picture of a total collapse of the
social system within the state capital. Also, poor ac-
cessibility to hotel locations may pose a problem for
both internal and external security collaboration, as
human traffic and crowd control seem to have been
poorly managed.
Statement of Problem
To a large extent, security challenges facing the ho-
tel industry could expose guests to many risks, mak-
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Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
ing them dissatisfied with hotel services, and could
create a high level of customer turnover, thus forc-
ing many hotels out of business. In Owerri particu-
larly, where over 200 hotels are presently established,
the deplorable social/security situation in the last three
years makes survival for the hotel businesses difficult.
Specifically, most hotels struggle to remain in the busi-
ness as a result of obvious security threat caused by the
level of business activities within hotel premises offer-
ing direct and indirect employment to the populace.
Also, the provision of indirect employment in the hotel
industry for the local population has been abused and
used as a ploy to commit covert crimes in the hotel,
thereby worsening security situations within the busi-
ness environment.
Objectives of the Study
The main objective of this study is to investigate chal-
lenges for hotels in ensuring guest security, and the ef-
fect on guest satisfaction and loyalty in selected hotel
establishments in Owerri. Specific objectives are to:
1. Identify the relationship between guest security
and guest loyalty in the selected hotels.
2. Identify the relationship between the availability
of informal businesses and guest security in the
selected hotels.
Research Questions
The following questions are addressed in this study:
1. What is the relationship between guest security
and guest loyalty for the hotel industry?
2. What is the relationship between the availability
of informal businesses and guest security in the
hotel industry?
Study Significance
This study was conducted among selected hotels in
Owerri, Nigeria, to determine the security challenges
facing these hotels and their relationship with respect
to overall guest satisfaction and loyalty, which ulti-
mately determines the organisational efficiency of ho-
tel businesses. It is expected that the outcome of this
study will provide insight into the security and social
challenges of the hotel industry in preparing indus-
try personnel and operators for the challenges ahead
of time. The study will assist the government, at all
levels, in policy formulation and implementation in
the area of providing security assistance to hotels for
sustainable tourism development, especially in times
of civil disturbances. The hotel strategic planner will
also benefit from the study in the idea of incorporation
of security facilities in the scheme of the business for
immediate or future business success. Researchers in
hospitality development will equally benefit from this
study as it will further create a new direction of how to
mitigate security challenges facing the hotel industry.
Literature Review
Hotel security is a long-established concept that is in-
strumental to the success of the hotel business from a
global perspective. Security in the hotel industry en-
tails protection from all forms of harm, not only to
hotel guests and their properties but to hotel employ-
ees and its host community at large (Groeneboom &
Jones, 2003). Most assets and stakeholders of the busi-
ness could be vulnerable as a result of the risks asso-
ciated with it (Bharwani & Mathews, 2012). The eco-
nomic implications of the business, however, pose suf-
ficient reason for security not to be neglected (Cedric,
2011).
For the local hotel industry (Adepoju, 2017, p. 4):
[. . .] the provision of sufficient employee and
guest services (including security) has been
challenging for hotel operators who are not ad-
equately prepared for a turn down – whether in
terms of the quality of the hotel services ren-
dered, strong revenue management strategies
or the diversification of their demand markets.
The same holds for reductions in guests’ confi-
dence even when these demands have been met (Kan-
dampully & Suhartanto, 2000). However, for investors
who truly intend to bemid-to-long-termplayers, hotel
security is simply part of the cycle that creates myriad
investment opportunities in the hotel industry (Ade-
poju, 2017).
Khadka (2014) wrote that hotel employees might
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Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
not even be aware of the risks that some guests may
bring with them during their stay. This requires the
hotel establishment to be vigilant at all times. The hotel
is an aspect of the service industry in which security is
an aspect of service. It is noteworthy, also, that a hotel
with excellent products and service provision but in-
adequate security would diminish guests’ safety, thus
exposing them to the risks of crime and compromise
the goodwill and reputation of the establishment.
Aspects of Hotel Security
Security in the hotel industry has a variety of aspects.
Chakravarti (2011) identified the physical aspects of se-
curity, which is further divided into internal and ex-
ternal security, which deals with theft, fire hazards,
lightning and escape routes, the safety of assets, un-
wanted visitors, and physical monitoring both inside
and within the hotel premises.
The security aspect of persons identified byNwoko-
rie (2017) is of two parts: employees and guests, which
include effective recruitment and selection, staff iden-
tification, key control, red tag system training and
locker inspection for employees. For guests, baggage
is supposed to be checked, guests who are suspected
of stealing hotel property are supposed to be charged
according to hotel policy, while guestroom security
should be improved (Chakravarti, 2011; Nwokorie,
2017). The security aspect of systems in the hotel in-
dustry is as important as the first two. Chakravarti
(2011) and Nwokorie (2017) identified them as in-
cluding all established policies and procedures for the
flow of work, which have to be followed alongside
the required equipment used in carrying out opera-
tions and prescribed tasks in the various departments
concerned. The security aspect of food and beverages
is associated with the principles of Hazard Analysis
and Critical Control Points (haccp) guidelines in
line with local and national food hygiene regulations
(Nwokorie, 2017; Chandra, 2017). Nwokorie (2017) ad-
vised that to forestall possible incidents that could lead
to loss of customer goodwill for the hotel, such as ro-
dent invasion, as well as food spoilage and poisoning,
local hotels in Nigeria should be regularly inspected
by the National Agency for Food and Drug Admin-
istration and Control (nafdac) to ensure that hotel
establishments comply with prescribed food hygiene
and safety standards.
Security Collaboration for Hotels
Khadka (2014) posited that the establishment ormain-
tenance of a sufficient degree of safety and confidence
of customers and employees is the aim of the work,
structures, and processes known as ‘security.’ It applies
to any vulnerable and valuable asset, such as a person,
dwelling, community, nation, or organisation. Secu-
rity, as a condition, is the degree of resistance to or
protection from harm. The main function of the ho-
tel security system, according to Negi and Manoher
(2011) is to safeguard guests’ and employees’ lives and
their property and to guard the hotel’s property.More-
over, the security department of the hotel is responsi-
ble for the overall security of the building, in-house
guests, visitors, day users, and employees of the ho-
tel (Khadka, 2014). The critical points for considera-
tion in hotel security include the prevention of theft
and pilferage by employees and guests, the avoidance
of intentional waste by employees, and the develop-
ment of emergency plans for the protection of employ-
ees and guests in the event of a civil disturbance (Negi
& Manoher, 2011), as it is the moral and legal respon-
sibility of a hotel to protect its employees, guests, and
their property against threats posed by those with a
conscious intent to harm them (Khadka, 2014).
Security collaborations for hotel organisations es-
tablished within the same vicinity are therefore essen-
tial in this circumstance, owing to the proximity be-
tween these establishments. It is expected that guest
traffic within the area would be increased at peak pe-
riods, due to increased guests’ demand, which would
also increase social activities and other informal guest
services from the immediate external environment of
the hotel industry that provide informal business ser-
vices. Experience has shownwhen civil unrest erupted
within hotel environments, and the internal security of
the affected establishment lost control of the situation
while waiting for state security agents to arrive, the af-
fected hotel was at themercy of hoodlums. In this con-
text, security collaboration among hotels within the
capital city remains vital in order to form some sort of
surveillance to forestall possible civil disturbances that
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Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
could hamper personnel and guest safety (Nwokorie
et al., 2014). As Khadka, (2014, p. 6) put it: ‘Hotel staff
may not even become aware of risks that some guests
may bring with them; consequently, a hotel must be
vigilant at all times.’ The risk to hotels within the same
location can also increase because of the identity of an
individual guest or his or her family. vips, celebrities
or the infamous can present unique difficulties. Apart
from the possibility of death or injury and destruction,
the adverse publicity from an incident can result in ru-
ined reputations, failing business, and detrimental ef-
fects to tourism within the state and nation at large.
Tourists and hotel guests want to feel safe and secure in
their temporary home (O’Fallon & Rutherford, 2011),
and hotels have a duty to protect them since the busi-
ness depends upon them (Khadka, 2014; Nwokori et
al., 2014).
Risk Factors for Poor Security
Khadka (2014) and Nwokorie et al. (2014) have listed
some security factors for the hotel industry: blackmail
of employees, invasion of (vip) guest privacy by lo-
cals, press, and interest groups; fraud, baggage theft,
room burglary, opportunistic robbery, robbery by or-
ganised crime, kidnapping, and terrorism. The ma-
jor cause is poor hotel security, which could lead to
risk factors for the hotel industry including effects of
tourism on the region or country, adverse publicity
of the incident, destruction, injury, possible loss of
life, attacks, and prolonged civil unrest (Khadka, 2014;
Adebayo & Adebayo, 2015; Onugha et al., 2016; Jasin-
skas, Streimikiene, Svagzdiene, & Simanavicius, 2016;
Akpan, 2017). However, studies have not examined
and determined the impact of security aspects for the
hotel industry on guest satisfaction and loyalty, which
ultimately determines organisational efficiency for a
given establishment. For instance, during the period
of this study, a local newspaper vendor and phone ac-
cessory dealerwere caught pilfering fuel froma storage
facility in one of the hotels within the study area. The
managers imagined a situation in which the incident
went unnoticed with the energy manager’s intent of
having sufficient gas for energy supply in the event of
a power outage in the short period of operation. The
result could be an unpredictable period of lack of en-
ergy supply to guest rooms and production areas until
more gas was purchased to generate energy. Such a sit-
uation could lead to the loss of goodwill from guests
and subsequent loss of profit for the hotel, which may
lead to a gradual business collapse. Therefore, the need
to ensure guest loyalty through the provision of effec-
tive security services for the guest throughout their
stay is relevant.
Other Conditions for Business Success
Guest Satisfaction
Hotel guests are becoming increasingly aware of the
need for satisfaction as part of expectationwhile choos-
ing hotel services. This is because: ‘the hotel room
becomes a sanctuary for the guest while he sleeps’
(O’Fallon & Rutherford, 2011, p. 231). On the part
of hotel managers, Mitrović (2017, p. 67) asserts that
‘measuring the satisfaction of visitors to the hotel is
the starting point in the planning and improvement of
hotel services, and relationshipswith guests.’ Dominici
and Guzzo (2010, p. 3) viewed customer satisfaction as
‘a business philosophy which tends to the creation of
value for customers, anticipating and managing their
expectations, and demonstrating ability and responsi-
bility to satisfy their needs.’ Recent studies have deter-
mined that adequate security is significant to proper
satisfaction management for the hotel guest (Pazir &
Amin, 2015; Amfani-Joe, Bahagu, & Osagede, 2018;
Onugha et al., 2016). This makes it imperative for ho-
tels to understand the essence of improved guest secu-
rity in order to enhance guest satisfaction.
Guest Loyalty
According to Gronholdt, Martensen, and Kristensen
(2000), a significant link exists between guest satis-
faction and guest loyalty. Onugha et al. (2016, p. 5797)
wrote that: ‘achieving customer satisfaction is a criti-
cal component of the hotel industry because improved
satisfaction can lead to better customer experience
and loyalty.’ Rising loyalty among guests, according to
Jasinskas et al. (2016, p. 562), ‘allows the organization
savings when decreasing marketing costs, transaction
costs, and also the costs as the result of customers’
decreasing change.’ Guest loyalty entails the retention
of existing guests to the extent of encouraging them,
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Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
through quality service delivery, which includes guest
security, to attract new customers for the hotel through
inexpensive means, like word-of-mouth adverts (Do-
minici & Guzzo, 2010).
Informal Businesses
These are indirect business investments operating
within hotel establishments and owned by private in-
dividuals who are not part of the hotels where the busi-
nesses operate. These businesses have a way of causing
social unrest in the short run due to lack of regula-
tion and poor security verification. Kasim (2006, p.
5) wrote that ‘a destination may lose its tourist appeal
if there are social problems such as the commercial-
ization of local cultures (which lead to the lowering
of that culture’s authenticity), increase in crime (from
drugs/alcohol abuse and prostitution) and societal an-
tagonism,’ which may arise through informal trade
in the hotel sector (Okafor, Nwokorie, & Akeredolu,
2010). Examples of informal business activities include
but are not limited to sales of local food products, cul-
tural attire, artefacts, jewellery and beads, phone ac-
cessories and recharge cards, books and retails items as
well as the operation of taxicabs and travel agencies.
It is noteworthy that the majority of these informal
business owners are between 18 and 40 years (Obiora
& Nwokorie, 2018).
Methodology
Generally, the study focused on security issues and
challenges facing hotels in Owerri, but with specific
reference to ten selected ones. The delimitation of
the scope is in recognition of security challenges of
the hotel industry. In terms of respondents, customers
and employees of the selected establishments were in-
cluded. In investigating the behaviours and opinions
of the respondents, the study used the survey method,
which necessitated the use of a questionnaire (for data
collection over a period of 14 months: March 2017 to
April 2018) due to both the number of respondents
and nature of the study. The range of the data col-
lection was to ensure responses from the sample cut
across the various business seasons within the local
business period (peak and off-peak).
Population and Sample Size
The determination of the study population is based
on the accessibility of respondents that granted ac-
cess for questionnaire administration. In other words,
the convenience sampling method was adopted, and
the determination of the sample size is based on the
study population comprising 131 guests and 169 cus-
tomer contact hotel employees (300). It is noteworthy
that both strata of the sample showed reasonable un-
derstanding of the research background and proposed
items in the research instrument during fgd (Focus
Group Discussion), thus necessitating the placing of
their responses in the same pool. The Taro Yamane
formula, as given by Yamane (1967), is applied to ar-
rive at a sample size of 171.
Data Collection and Analyses
The questionnaire was designed in a four-point Likert
scale of ‘strongly agreed’ and ‘agreed’ which stand for
a positive response, as well as ‘disagreed’ and ‘strongly
disagreed’ which stand for a negative response. In de-
signing the questionnaire, the researchers were cog-
nisant of the perceived determinants of the security
performance of hotels expected from guests (as ob-
served during fgd). Other guest security-related is-
sues in the questionnaire regarding guest satisfaction
and guest loyalty were adopted from previous stud-
ies, including those of Bankole (2002), Groenenboom
and Jones (2003), Nwokorie (2016), Onugha et al.
(2016), Akpan, (2017), Nwokorie and Ezeibe (2016),
Chauhan, Shukla, and Negi (2018), Bharwani and
Mathews (2012), Nwokorie et al. (2014), Amfani-Joe
et al. (2018), Hilliard and Baloglu (2008), Maranga
(2015), Obiora and Nwokorie (2018), Okafor et al.
(2010).
The instrument was administered to sample to be
completed at their convenience. The responses were
analysed in inferential statistics using the Statistical
Package for Social Sciences (version 23) while the null
hypotheses formulated for the study were tested for
correlation at 0.05 level of significance (95.0 confi-
dence interval) using the Pearson Correlation Coef-
ficient. The decision rule is to accept the hypothesis
if p-value ≥ 0.05; otherwise, the hypothesis is rejec-
ted.
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Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
Table 1 Validity and Reliability of Statistics ()
Cronbach’s α No. of items Result
. * Reliable
Notes * The 18 items in the questionnaire, plus four demo-
graphic attributes of respondents not presented in Table 3.
Hypotheses
Twonull hypotheses were formulated in relation to the
consequent variables of the research problem to deter-
mine if relationships between these variables exist.
h1 There is no relationship between guest security
and guest loyalty in the hotel industry.
h2 There is no relationship between the availability
of informal businesses and perceived guest secu-
rity in the hotel industry.
Results and Discussion
Results of post-data analyses show that out of the
171 questionnaires (100 effective sample size) dis-
tributed, 154 were returned, representing a 90.1 re-
turn rate of the research instrument. The gender dis-
tribution of respondents was recorded at 55.2 (85) in
favour of the male gender, while the remaining 44.8
(69) are females. All the respondents are above 18 years
of age and are formally educated.
The validity and reliability test for the research in-
strument shows the consistency of the responses con-
tained in the instrument. Cronbach’s α value is greater
than 0.8, thus suggesting a high consistency in the re-
sponses to the questions (Guilford & Benjamin, 1978)
to signify that the research instrument is reliable (Ta-
ble 1). Table 2 shows the distribution of respondents
among the hotel establishments studied, indicating the
population of guests and customer contact employees
based on usable questionnaires. Customer contact em-
ployees (cce) made up to 48.05 of the respondents,
and 51.95 of the respondents are hotel guests (hg).
While designing the research instrument, statements
directed to either target group of the respondents or a
combination of both target groups were indicated to
elicit responses as appropriate, as indicated in Table
3 (n74, n80, and n154 for cce, hg, and tss, respec-
tively).
Table 2 Target Groups of the Respondents
Hotel () () ()
A  (.)  (.)  (.)
B  (.)  (.)  (.)
C  (.)  (.)  (.)
D  (.)  (.)  (.)
E  (.)  (.)  (.)
F  (.)  (.)  (.)
G  (.)  (.)  (.)
H  (.)  (.)  (.)
I  (.)  (.)  (.)
J  (.)  (.)  (.)
Total  (.)  (.)  ()*
Notes Column headings are as follows: (1) customer con-
tact employees, (2) hotel guests, (3) total sample size.
* Insignificant decimal due to approximation (Egbulonu,
2001).
This enabled a justification of the responses, thus
influencing the research outcome.Of the 18 statements
in the research instrument, three (16.70) were indi-
cated for responses by cce, six (33.30) were indi-
cated for hg, and nine (50.0)were indicated for both
target groups jointly (tss) as indicated in Table 3. As
stated earlier, these statements were adopted frompre-
vious studies, and they are reliable indicators of secu-
rity performances of hotel establishments.
Findings
Responses from the sample in relation to various as-
pects of hotel security, which are indicative of the level
of provision of security services in the selected estab-
lishments, are presented in Table 3. Over 77 of re-
spondents attested that guests’ properties are kept at
their owners’ risk: an indication that guests may not
have confidence in security within the hotel garage.
Cases of car tampering within the hotel premises re-
ceived a positive response of 46.4, which is consid-
erably high. This shows that car park security is dis-
couraging to a large extent and may negatively affect
the guest evaluation of a hotel’s functional quality of
its service (Jasinskas et al., 2016). Also, the issue of
tampered guests’ vehicles could also cast a shadow of
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Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
Table 3 Analysis of Agreement and Disagreement Responses
() () () () () ()
 Properties kept at owners’ risk (n) . . . .
 Cases of car tampering have been recorded (n) . . . .
 Poor road quality affecting hotel accessibility (n) . . . .
 Inadequate key control (n) . . . .
 Provision of night lighting (n) . . . .
 Cases of room break-ins (n) . . . .
 Low guest patronage (n) . . . .
 Security conditions affect guests’ stay (n) . . . .
 Current civil demonstrations affecting hotel business (n) . . . .
 Invasion of hotel premises by local residents (n) . . . .
 Availability of informal businesses (n) . . . .
 Invasion by rodents (n) . . . .
 Security collaboration among hotels in the area (n) . . . .
 Perceived guest security (n) . . . .
 Regular energy and water supply (n) . . . .
 Availability of internal security system (n) . . . .
 Availability of banking services within the hotel area (n) . . . .
 Availability of fire alarm and emergency exit route (n) . . . .
Notes Column headings are as follows: (1) serial number, (2) statements, (3) positive response (), (4) negative response
(), (5) mean, (6) standard deviation.
doubt on guests’ property security by the hotel. Lack of
access roads to the hotel environment has a response
of 77.9 to attest to the difficulty in accessing the lo-
cation, while inadequate key control recorded up to
77.3 responses. Chauhan et al. (2018) indicated that
emergency illness and life-threatening situations may
arise, requiring rapid response from hotel authorities.
Such rapid response could be hampered by poor ac-
cessibility from the hotel location.
As many as 78.6 respondents are negative on the
provision of adequate night lighting outside the ho-
tel building, which is an important safety attribute for
customer choice of hotels (Hilliard & Baloglu, 2008),
while 66.3 of the respondents agreed that cases of
room break-ins had been recorded. Low guest patron-
age received 78.0 positive responses, and 75.4 of
the respondents agreed that security conditions affect
whether guests stay in the hotels (Table 3). Worthy of
note are the studies (O’Fallon & Rutherford, 2011; Mu-
biri; 2016), which indicated guest wellbeing and safety
as encouraging guest patronage, and also a strength in
the swot analysis of hotels.
Respondents also attested that the current civil
demonstrations in the state capital were affecting the
hotel business (70.8), rodent invasions affecting guest
comfort has 75.3 responses in agreement, and secu-
rity collaboration among hotels in the study area has
85.1 negative responses (Table 3). Alananzeh (2017)
indicated hygiene factors as having a significant im-
pact on guest perception towards guest safety in ho-
tels, while Chauhan et al. (2018) suggested that hotels
should design a crisis management plan that would
ensure coordination with local administration and se-
curity authorities to forestall emergencies. A lack of
these security aspects has been identified in this study,
even with the existence of informal business opera-
tors who are indirect employees of the hotel establish-
ments, as confirmed by 63.7 of the respondents.
200 | Academica Turistica, Year 12, No. 2, December 2019
Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
Table 4 h1 Correlations
Item () ()
() Security conditions (a)  .**
(b) .
(c)  
() Low guest patronage (a) .** 
(b) .
(c)  
Notes Rowheadings are as follows: (a) Pearson correlation,
(b) significance (2-tailed), (c) n. ** Correlation (r2) is signif-
icant at the 0.01 level (2-tailed).
While 63.7 of the respondents confirmed that
water and energy supplies are available, 82.5 of the
responses attested that guests are not safe in the ho-
tels studied since the availability of internal secu-
rity system, access to the banking system within the
hotel environment, and emergency exit routes have
22.0, 63.7, and 36.4 responses respectively (Ta-
ble 3) which are not encouraging for guest security.
Hilliard and Baloglu (2008) determined that three di-
mensions of security attributes are necessary for the
hotel industry. These include visible security features,
like fire alarms and exit routes, documentation and
staff training, and general security features like back-
up energy supply, which are all indicated in the present
study.
A Pearson Correlation analysis was carried out to
determine if a relationship between security condi-
tions and guest patronage in the hotels exists. The re-
sult shows that r2 is statistically significant and posi-
tive at 0.270, which identifies a weak positive corre-
lation between the variables (Table 4). The mean and
standard deviation for security conditions, and low
guest patronage of 3.01 and 0.61; 3.11 and 0.64, respec-
tively, were also identified. The p-value for correla-
tion is 0.001, which is less than the significance value
of 0.05. Therefore, hypothesis h1 is rejected. This im-
plies that there is a relationship between guest security
and guest loyalty in the hotel industry.
For h2, a Pearson Correlation analysis was carried
out to determinewhether a relationship exists between
guests’ perceived security and availability of informal
Table 5 h2 Correlations
Item () ()
() Availab. of informal businesses (a)  .
(b) .
(c)  
() Perceived guest security (a) . 
(b) .
(c)  
Notes Rowheadings are as follows: (a) Pearson correlation,
(b) significance (2-tailed), (c) n. ** Correlation (r2) is signif-
icant at the 0.01 level (2-tailed).
businesses in the hotels. The result indicates that r2 is
statistically significant at 0.086, which shows a weak
positive correlation between perceived guests’ secu-
rity and availability of informal businesses within the
selected hotels. The p-value for correlation is 0.281,
which is greater than 0.05 significance value (Table
5). The mean and the standard deviation were also
identified for the availability of informal business (2.92
and 0.60, respectively) and perceived guest safety (3.21
and 0.66, respectively); therefore, hypothesis h2 is ac-
cepted. This suggests there is no relationship between
guests’ perceived security and the availability of infor-
mal businesses in the hotel industry. As the evidence
against the null hypothesis is weak, there seems to be
no guarantee of guest security from operators of infor-
mal businesses within the hotel premises.
From the result of the research, in relation to the
research questions, the rejection of h1 implies an ex-
isting relationship between guest security and guest
loyalty. Therefore, guest loyalty is likely if guest se-
curity is guaranteed to a reasonable extent. This im-
plication is that hotels would maximise guest loyalty
for business success if guest security is enhanced, be-
cause guests feel satisfied and offer repeat transactions
where security is certain. Conversely, accepting h2
entails that the availability of informal businesses in
the hotel premises is not an assurance to the security
of guests’ properties, as informal business operators
could be a threat to hotel security. The relationship
between the availability of informal businesses and
guest security is not mutual due to the threat posed
Academica Turistica, Year 12, No. 2, December 2019 | 201
Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
to hotels’ and guests’ properties by informal business
operators.
Conclusion
This study was aimed to investigate the various secu-
rity challenges of the hotel industry inOwerri, Nigeria,
with particular reference to the impact on overall guest
safety and guest loyalty. The study was able to justify
the intent with various findings to validate that guest
security in the study area is at its low ebb. The study
observed that vehicles parked within hotel premises
are entirely vulnerable to theft. Even though hotel
establishments have no (legal) mandate to provide
guest vehicle security, incidents of vehicle tampering
recorded within hotel premises could be enough to
diminish the hotel’s goodwill to a large extent.
Reactions from respondents also confirmed cases
of roombreak-ins in the establishments studied,which
may be occasioned by poor internal security. Since the
hotel premises are being invaded by local residents (in-
form of informal guest service providers), cases of this
nature cannot be entirely avoided. Rodent invasion, as
indicated in the study, is another critical security risk
that may unknowingly affect food safety and, conse-
quently, guests’ health. Inadequate night lighting is an
indicated security aspect that gives rise to similar vi-
cious security situations.
The deplorable nature of roads leading to the ho-
tels is a major guest security impediment, especially
in terms of emergencies and external security col-
laboration. These situations are contributors to the
customer decision process while making destination
choice; theymay significantly hinder the growth of the
tourism industry in the state in the near future.
Correlation analyses identified a relationship be-
tween guest security and guest loyalty, as the study
indicated that security conditions affect guest loyalty.
Similarly, the study also identified that the availability
of informal businesses does not guarantee guest secu-
rity. This could be because the informal business oper-
ators are not direct employees of the hotel; their com-
mitment to guests in terms of security is not sacro-
sanct.
Previous studies (Jasinskas et al., 2016; Chauhan et
al., 2018; Hilliard & Baloglo, 2008; O’Fallon & Ruther-
ford, 2011; Mubiri, 2016; Alananzeh, 2017) identified
security risks as unfavourable to business success in
the hotel industry as it concerns guest satisfaction and
loyalty. This could be brought about by a neglect of the
various physical features, persons, and the system se-
curity aspects indicated in this study.
For first-time guests in the hotel, poor security
could undermine their satisfaction level and the chan-
ces of the hotel getting repeat business from them even
though they have no previous experience with the ho-
tel (Högnäs, 2015). The negative impact of a poor first
impression could be damaging to the service quality
of a hotel, as identified in previous studies (Högnäs,
2015; Amelia & Garg, 2016). It should be understood
that poor security could affect the guest’s first impres-
sion, as Högnäs (2015, p. 8) wrote: ‘the first impression
of a hotel experience is affected bymany things such as
surroundings, interior, and employees,’ and that ‘pre-
vious experiences and expectations also affect the total
perceived service quality’ (p. 13).
Limitations
The findings of this study may not be summarised as
a general situation obtainable in most state capitals in
the country. This is due, mainly, to inadequate avail-
able local literature to compare hotel security situa-
tions in most major cities in the country to a larger ex-
tent. Further research could be necessitated, especially
in regions where security conditions seem to have ei-
ther improved or deteriorated further.
Recommendation
From the findings of this study, hotels should review
their guest vehicle parking policy to accommodate the
interest of both parties, bearing in mind the confi-
dence reposed in the hotel by the guest. Absolute secu-
rity of guests’ vehicle could be achieved by enhancing
security at the car park area, providing vehicle park-
ing tags, and adequate night lighting as necessitated
by contemporary security situations that require due
diligence.
Hotel security goes beyond the installation of the
latest surveillance equipment. Staff should be made to
undergo regular training on the usage of these devices
to regularly ensure guest satisfaction and be reminded
202 | Academica Turistica, Year 12, No. 2, December 2019
Edwin Chigozie Nwokorie and Polycarp Igbojekwe Security Challenges
that guest privacy is also important both in the service
encounter and security mix.
Hotels should thrive to ensure a balance between
guest privacy and security while providing lighting
and various security arrangements, bearing in mind
the aggravation customers may feel in the event of
privacy invasion. Therefore, night lighting outside the
hotel building should be adequate to discourage sus-
picious movements during late hours. However, cau-
tion should be applied, so that night lighting is not
reflected into guest rooms unnecessarily by providing
quality curtain materials.
To meet guest expectations and enhance guest loy-
alty, hotels should create a sustainable feedbackmech-
anism to obtain information from guests to enable
them to understand the feeling of first time guests (es-
pecially), in order to understand and capture their per-
ception of initial and overall service quality including
hotel security, and fulfil them for a repeat business.
Security collaboration among hotels locatedwithin
the same vicinity is essential to prevent coordinated
theft that could arise, especially during festive periods.
It is easier for a hotel security system to manage crisis
situations and or send an early report to police author-
ities for rapid response against crimes if intelligence
is received promptly from the nearby hotel establish-
ment of an imminent attack by hoodlums.
Hotel business operators should consider extend-
ing hospitality business development to other parts of
the state, rather than concentrating the business in a
particular cluster of the state capital. This would help
in spreading hospitality-related businesses to other ar-
eas and also minimise the security threat that may
arise as a result of huge guest traffic generated dur-
ing peak periods in locations with a large number of
hotels.
The government also has an enormous role to play
for tourism to grow. While it is expected that govern-
ment should improve security around business estab-
lishments who pay tax for the purpose, effort should
also be put in place by the government to construct
and maintain access roads to hotel establishments in
order to enhance the capacity of these hotels to attract
inbound tourists and other business investors.
Regular inspection should be enforced by regula-
tory agencies in the hotel industry in order to check
that hotelsmaintain standards in all aspects of security
(physical, food and beverage, persons, and systems).
Though informal businesses could assist hotel es-
tablishments in meeting guests’ ongoing needs, ho-
tels should ensure prescribed registration for infor-
mal business operators both with the hotel and affiliate
professional associations prior to the commencement
of business so that the operators would understand
they are part of the business’ success and they should
protect guests’ interest as much as the hotels do.
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