Social Media Content and Service Delivery Empowerment in Hospitality business in Nigeria

  • Murtala Mohammed Alamai Leisure and Tourism Management Department Federal Polytechnic Bauchi
  • Godwin Matthew Sule
  • Aisha Ahmad Aliyu
Keywords: Social Media, Empowerment, Service Delivery, Tourism, Hospitality



The research examines the current state of social media content and service delivery empowerment in hospitality and tourism businesses in Nigeria and it focuses on the relevance of social media as a panacea to the tourism sector. The study builds from previous studies, especially those in the areas that are related to the study. The objectives of the study were to examine if tourists find related information through a social media platform used by the tourism and hospitality business in Nigeria. It also examines if Social media empowers the customers in the choice of services offered by hospitality and tourism businesses in Nigeria and to identify if user-generated content on social media influences the quality of service offered by hospitality and tourism businesses in Nigeria. The methodology employed in this study was quantitative analysis. A Purposive or non-probability sampling technique in selecting the respondents (hospitality and tourism business in Bauchi) from the population of the study was adopted. The result obtained uncovered that online reviews is the most used social media medium which is common among all the respondents and it also revealed that there is a high relation between social media platform and the quality of services offered which indicated an influence of social media and the quality of services offered.

Keyword: Social Media, Empowerment, Tourism, Hospitality, Service Delivery

Author Biographies

Murtala Mohammed Alamai, Leisure and Tourism Management Department Federal Polytechnic Bauchi



Since joining Federal Polytechnic Bauchi, Alamai has been involved with studies related to Tourism marketing (online Branding and personality of destinations). Alamai is also involved in several projects on tourism marketing, destination branding, and Web 2.0 tools used in marketing hotels and DMO’s in developing countries.

Contact Information:

Department of Leisure and Tourism Management,

The Federal Polytechnic Bauchi,

Gwallameji, Dass/Tafawa Balewa Road



PMB 0231

Tel: +2348065599757


Twitter: @murilamai

Godwin Matthew Sule

The researcher over the last decade has been a member of the academic staff of the Federal Polytechnic, Bauchi. He teaches Broadcast and journalism course with an interest in Digital Journalism. He has written some journals and attended conferences. Godwin is the founder of Radio Day a programme designed to acquaint students with what is obtainable in a live studio.




Contact Information


Department of Mass Communication,

The Federal Polytechnic Bauchi,

Gwallameji, Dass/Tafawa Balewa Road



Aisha Ahmad Aliyu

Aisha is a lecturer with the Department of General Studies, Federal Polytechnic, Bauchi. She is currently pursuing a master’s degree in politics and Government at University Putra Malaysia.  Aisha has a long and enduring career in teaching, research, and publications. Her area of interest in research is in federalism and Nigerian politics and government.



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How to Cite
Alamai, M., Sule, G., & Aliyu, A. (2021). Social Media Content and Service Delivery Empowerment in Hospitality business in Nigeria. Proceedings of the International Conference on Hospitality and Tourism Management, 5(1), 65-85.