Abstract:
Customers’ satisfaction has long been viewed both in the hospitality research and
in the broader research environment. Although satisfying customers is a foundational
component of the marketing concept, there is a link to business performance as an
antecedent of repeated purchase behaviour that has triggered the research interest for
further enquiry. This study aimed at examining service quality and customer satisfaction in
hotel industry in Bolgatanga Municipality. Specifically, the study strives to profile services
provided in a hotel, evaluate customer’s perception on constitutions of service quality and
lastly evaluate the customer satisfaction rate of services providers by the hostel. Based on
the research objectives, the study adopted descriptive cross-sectional research design
targeting 180 respondents. Results from the study revealed that guest visiting the hotels
within the Bolgatanga municipality perceived positively. Again guest considered physical
facilities, communication materials, appearance of hotel employees, behavior of
employees, concern towards guest interest as the most pressing factors influencing guest
satisfaction with hotel services. Services dominantly utilized were food, bar and room
services. The study however recommends that management should create an effective
marketing strategy for products and services in the tourism market and hospitality industry,
a better understanding of tourists as well as guest who visit these hospitality industry
patronize hotel services.
Description:
A DISSERTATION IN THE DEPARTMENT OF HOSPITALITY AND TOURISM
EDUCATION, FACULTY OF VOCATIONAL EDUCATION, SUBMITTED TO THE
SCHOOL OF GRADUATE STUDIES, UNIVERSITY OF EDUCATION, WINNEBA
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF
MASTER OF TECHNOLOGY EDUCATION
AUGUST, 2018