Service quality and customer satisfaction in hotel industry a case study of Bolgatanga municipality

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.