Exploring the impact of job satisfaction on service delivery among workers in the hospitality industries in the Wa Municipality, Ghana

Abstract

The study was carried out to assess the impact of job satisfaction on service delivery among workers in the hospitality industry in the Wa Municipality as no known study had been undertaken on relationship between employee satisfaction and service quality in hospitality industries in Wa. The study sought to fill this gap by answering the question of the relationship between worker satisfaction and quality of service delivery in hospitality industries in Wa. The study adopted a case study design in which 15 respondents were purposively sampled. A self-developed structured interview guide was used to collect data which was analyzed thematically. The outcome of the study were that, the strategy managers in the hospitality industry develop and implement to increase employees’ job satisfaction in the hospitality industry is award scheme for their employees and through this employees develop positive attitude to work, the strategies managers in the hospitality industry develop and implement help employees to develop themselves, thereby deriving satisfaction from it, and employees’ job satisfaction ensures provision of quality service. Following the outcome of the study, it was recommended that managers in the hospitality industry should institute award scheme like “star of the month”, health insurance, certificate of honour among others for their employees so that they develop positive attitude towards work, managers in the hospitality industry should develop fair but firm policies to create opportunities for employees develop themselves to improve on their service delivery, and since the provision of quality service mainly depends on employee’s job satisfaction, managers should routinely engage their employees to resolve any grievances they may harbour.