Perceived Impact of Insecurity on Hospitality and Tourism Patronage: A Case Study of Jos Metropolis

Abstract

This study focused on perceived impact of insecurity on hospitality and tourism patronage in Jos Metropolis. Specifically, the study determined perceived way insecurity affects key patronage indicators; operation of major service domains; and stakeholders’ strategies for mitigating insecurity-related challenges. Population was made up of employers in the hotel industry and community members. Data were collected with questionnaire and analysed using means, and independent-samples t-tests. Results show a moderate-to-strong perceived impact of insecurity (X̅g= 3.80). Patronage was most affected for booking cancellations (X̅g= 4.20among others. Operational disruptions were most pronounced in reception, e.g., increased wait times, (X̅g = 4.07), dining (limited menu options) (X̅g = 4.05) and accommodation (room access controls) (X̅g = 4.22). Twenty strategies for mitigating insecurity related challenges were identified, including: training and communication measures (safety-awareness training and guest briefings X̅g=4.56; incident reporting (X̅g=4.42); security alerts (X̅g=4.50). four recommendations were made based on the findings.