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.
