Assessing quality assurance in the hospitality industry a cross sectional survey among hotels in wa municipality, Ghana

Abstract

The study was conducted in Blue Hill, Upland, and Valley View hotels in the Wa Municipality to assess quality assurance in the hospitality industry. A cross sectional survey designed was adopted. The study population constituted the hotel staff, management of hotels, customers, Food and Drug Board and the Regional Tourism Authority. Convenience sampling, simple random sampling and purposive sampling techniques were used to select the customers, hotels employees and managers of the hotels, Directors of Food and Drug Board and Regional Tourism Authority respectively. In all 179 people were selected for the study: 142 customers, 29 hotels employees, 8 hotel managers and 1 director each from the Food and Drug Board and Regional Tourism Authority. Questionnaires, semi structured interview scheduled and observation were used as the data collection instruments to generate the information. Questionnaires were analyzed using SPSS and charts and tables were used to represent the information. Structured interview and observation which constituted the qualitative aspect of the study was analyzed thematically. Structured interview and observation which constituted the qualitative aspect of the study were analyzed thematically. The results of the study revealed that quality service in the hotel was slightly above average and quality assurance policy was not fully implemented and employees did not get enough satisfaction. The results indicated technological advance and cost of repairs and maintenance as challenges affecting the hotels. The study recommended that hotel management should pay attention to customer service vigorously to improve the already high quality serves they provide to their customers.