Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis

Ellen Louise Olu Fagbemi

doi:doi:10.11648/j.ijhtm.20230701.13

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Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis

Ellen Louise Olu Fagbemi

Published in International Journal of Hospitality & Tourism Management (Volume 7, Issue 1)

Received: 9 February 2023 Accepted: 4 March 2023 Published: 16 March 2023

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Abstract

Investigations on performance in the hospitality industry have been to enquire further into the dynamics of customer’s perspective on the quality of service. This paper argues that key components of guest satisfaction would require further enquiry into specific strategies that might inform management efforts of maximizing customer satisfaction. A mixed method approach was employed to examine connections between customer satisfaction and quality of service delivery in star rated hotels in Kumasi metropolis. This study’s major focus were to examine food service in perceived customer’s satisfaction and service quality and also to determine the influence of service quality on customer perceived quality of service. Stratified random sampling techniques enabled a sample size of 349 from some two and three star rated hotels in Kumasi. Standardized questionnaires provided some rich data which were presented and supported with tables. The study confirms customer high expectations of service delivery. It is recommended that a more appropriate way forward for sustainability in the hotel management would more critical engagement with the dynamics that seek to support and promptly respond to customers perceptions on delivery. Additionally, such dynamics could be imparted in employee work patterns to enable a deeper appreciation of customer perceptions on service delivery.

Published in	International Journal of Hospitality & Tourism Management (Volume 7, Issue 1)
DOI	10.11648/j.ijhtm.20230701.13
Page(s)	16-23
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2023. Published by Science Publishing Group

Keywords

Customer Perception, Guest Satisfaction, Service Delivery

References

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Ellen Louise Olu Fagbemi. (2023). Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis. International Journal of Hospitality & Tourism Management, 7(1), 16-23. https://doi.org/10.11648/j.ijhtm.20230701.13

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Ellen Louise Olu Fagbemi. Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis. Int. J. Hosp. Tour. Manag. 2023, 7(1), 16-23. doi: 10.11648/j.ijhtm.20230701.13

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AMA Style

Ellen Louise Olu Fagbemi. Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis. Int J Hosp Tour Manag. 2023;7(1):16-23. doi: 10.11648/j.ijhtm.20230701.13

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@article{10.11648/j.ijhtm.20230701.13,
  author = {Ellen Louise Olu Fagbemi},
  title = {Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis},
  journal = {International Journal of Hospitality & Tourism Management},
  volume = {7},
  number = {1},
  pages = {16-23},
  doi = {10.11648/j.ijhtm.20230701.13},
  url = {https://doi.org/10.11648/j.ijhtm.20230701.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijhtm.20230701.13},
  abstract = {Investigations on performance in the hospitality industry have been to enquire further into the dynamics of customer’s perspective on the quality of service. This paper argues that key components of guest satisfaction would require further enquiry into specific strategies that might inform management efforts of maximizing customer satisfaction. A mixed method approach was employed to examine connections between customer satisfaction and quality of service delivery in star rated hotels in Kumasi metropolis. This study’s major focus were to examine food service in perceived customer’s satisfaction and service quality and also to determine the influence of service quality on customer perceived quality of service. Stratified random sampling techniques enabled a sample size of 349 from some two and three star rated hotels in Kumasi. Standardized questionnaires provided some rich data which were presented and supported with tables. The study confirms customer high expectations of service delivery. It is recommended that a more appropriate way forward for sustainability in the hotel management would more critical engagement with the dynamics that seek to support and promptly respond to customers perceptions on delivery. Additionally, such dynamics could be imparted in employee work patterns to enable a deeper appreciation of customer perceptions on service delivery.},
 year = {2023}
}

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TY  - JOUR
T1  - Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis
AU  - Ellen Louise Olu Fagbemi
Y1  - 2023/03/16
PY  - 2023
N1  - https://doi.org/10.11648/j.ijhtm.20230701.13
DO  - 10.11648/j.ijhtm.20230701.13
T2  - International Journal of Hospitality & Tourism Management
JF  - International Journal of Hospitality & Tourism Management
JO  - International Journal of Hospitality & Tourism Management
SP  - 16
EP  - 23
PB  - Science Publishing Group
SN  - 2640-1800
UR  - https://doi.org/10.11648/j.ijhtm.20230701.13
AB  - Investigations on performance in the hospitality industry have been to enquire further into the dynamics of customer’s perspective on the quality of service. This paper argues that key components of guest satisfaction would require further enquiry into specific strategies that might inform management efforts of maximizing customer satisfaction. A mixed method approach was employed to examine connections between customer satisfaction and quality of service delivery in star rated hotels in Kumasi metropolis. This study’s major focus were to examine food service in perceived customer’s satisfaction and service quality and also to determine the influence of service quality on customer perceived quality of service. Stratified random sampling techniques enabled a sample size of 349 from some two and three star rated hotels in Kumasi. Standardized questionnaires provided some rich data which were presented and supported with tables. The study confirms customer high expectations of service delivery. It is recommended that a more appropriate way forward for sustainability in the hotel management would more critical engagement with the dynamics that seek to support and promptly respond to customers perceptions on delivery. Additionally, such dynamics could be imparted in employee work patterns to enable a deeper appreciation of customer perceptions on service delivery.
VL  - 7
IS  - 1
ER  -

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Author Information

Ellen Louise Olu Fagbemi

Department of Hospitality and Tourism Education, Faculty of Vocational Education, Akenten Appiah-Menka University of Skills Training and Entrepreneurial Development (AAMUSTED), Kumasi, Ghana

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APA Style

Ellen Louise Olu Fagbemi. (2023). Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis. International Journal of Hospitality & Tourism Management, 7(1), 16-23. https://doi.org/10.11648/j.ijhtm.20230701.13

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ACS Style

Ellen Louise Olu Fagbemi. Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis. Int. J. Hosp. Tour. Manag. 2023, 7(1), 16-23. doi: 10.11648/j.ijhtm.20230701.13

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AMA Style

Ellen Louise Olu Fagbemi. Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis. Int J Hosp Tour Manag. 2023;7(1):16-23. doi: 10.11648/j.ijhtm.20230701.13

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@article{10.11648/j.ijhtm.20230701.13,
  author = {Ellen Louise Olu Fagbemi},
  title = {Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis},
  journal = {International Journal of Hospitality & Tourism Management},
  volume = {7},
  number = {1},
  pages = {16-23},
  doi = {10.11648/j.ijhtm.20230701.13},
  url = {https://doi.org/10.11648/j.ijhtm.20230701.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijhtm.20230701.13},
  abstract = {Investigations on performance in the hospitality industry have been to enquire further into the dynamics of customer’s perspective on the quality of service. This paper argues that key components of guest satisfaction would require further enquiry into specific strategies that might inform management efforts of maximizing customer satisfaction. A mixed method approach was employed to examine connections between customer satisfaction and quality of service delivery in star rated hotels in Kumasi metropolis. This study’s major focus were to examine food service in perceived customer’s satisfaction and service quality and also to determine the influence of service quality on customer perceived quality of service. Stratified random sampling techniques enabled a sample size of 349 from some two and three star rated hotels in Kumasi. Standardized questionnaires provided some rich data which were presented and supported with tables. The study confirms customer high expectations of service delivery. It is recommended that a more appropriate way forward for sustainability in the hotel management would more critical engagement with the dynamics that seek to support and promptly respond to customers perceptions on delivery. Additionally, such dynamics could be imparted in employee work patterns to enable a deeper appreciation of customer perceptions on service delivery.},
 year = {2023}
}

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TY  - JOUR
T1  - Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis
AU  - Ellen Louise Olu Fagbemi
Y1  - 2023/03/16
PY  - 2023
N1  - https://doi.org/10.11648/j.ijhtm.20230701.13
DO  - 10.11648/j.ijhtm.20230701.13
T2  - International Journal of Hospitality & Tourism Management
JF  - International Journal of Hospitality & Tourism Management
JO  - International Journal of Hospitality & Tourism Management
SP  - 16
EP  - 23
PB  - Science Publishing Group
SN  - 2640-1800
UR  - https://doi.org/10.11648/j.ijhtm.20230701.13
AB  - Investigations on performance in the hospitality industry have been to enquire further into the dynamics of customer’s perspective on the quality of service. This paper argues that key components of guest satisfaction would require further enquiry into specific strategies that might inform management efforts of maximizing customer satisfaction. A mixed method approach was employed to examine connections between customer satisfaction and quality of service delivery in star rated hotels in Kumasi metropolis. This study’s major focus were to examine food service in perceived customer’s satisfaction and service quality and also to determine the influence of service quality on customer perceived quality of service. Stratified random sampling techniques enabled a sample size of 349 from some two and three star rated hotels in Kumasi. Standardized questionnaires provided some rich data which were presented and supported with tables. The study confirms customer high expectations of service delivery. It is recommended that a more appropriate way forward for sustainability in the hotel management would more critical engagement with the dynamics that seek to support and promptly respond to customers perceptions on delivery. Additionally, such dynamics could be imparted in employee work patterns to enable a deeper appreciation of customer perceptions on service delivery.
VL  - 7
IS  - 1
ER  -

Copy | Download