Abstract:
Customer satisfaction is an important topic for both researchers and managers. Being
able to judge customer satisfaction levels and to apply that knowledge are critical
starting points for ascertaining and maintaining long term customer retention and
competitiveness. Covid -19 has come with restrictive meausres such as social distancing
and regular hand-washing. These restrictive measures have the potential of limiting
customer satisfaction and experience of hotel food and beverage services. The researcher
wants to know the effects of Covid-19 on customer satisfaction of hotels food and
beverage services in the Tamale Metropolis. The research design adopted for this work
was descriptive survey. The population consists of all the 68 hotels and guest houses in
the Tamale Metropolis. The study used non probability sampling technique to carry-out
the work. It purposively selected 225 customers from 15 hotels and lodges in the
metropolis. The data collection instrument adopted was questionnaire method.
Participant were asked to measure the effects of covid-19 on their satisfaction and
experience of foods and beverage service of the hotel. The findings suggest some
important implications for hotel managers and food service operators. The results of the
study showed that the age groups between 27 and 30 years are the largest customers.
The study further revealed that (31.11%) rated the effect of covid-19 on quality of
service high and (24.44%) rated it very high. The results confirmed that attributes such
as quality of food, service quality, price and value remain critical determinants of
customer satisfaction. Covid-19 has negatively affected customer satisfaction of hotels
food and beverage services. Hotel operators should focus on improving take out and
deliveries to the doorstep of customers and should be ready to re-strategize by adopting
models that will help them stay a float.
Description:
A DISSERTATION SUBMITTED TO THE DEPARTMENT OF HOSPITALITY
AND TOURISM EDUCATION, SCHOOL OF RESEARCH AND GRADUATE
STUDIES, UNIVERSITY OF EDUCATION, WINNEBA, IN PARTIAL
FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF MASTERS
OF TECHNOLOGY EDUCATION (CATERING AND HOSPITALITY) DEGREE
