Abstract:
The hospitality industry has seen a great and rapid change over the past decade.
Hospitality business today is an integral part of human life, whether in a small scale or a
commercial scale. The hospitality industry in Ghana is yet to reach a greater height,
though it has contributed significantly to the national GDP of the economy. But it is yet
to be compared to other African countries. The work sought to access the impact of
quality assurance on the hospitality business. The participation of staff land employees in
contributing to quality service of food and beverages (products). The study examined
various variables necessary to ensuring quality services that maximizes customer’s
satisfaction. A non-probability sampling techniques was used in carrying out this
research. Both accidental and purposive samplings were used. From the research
conducted, it is explicit and revealing that ensuring quality is of tremendous importance
to customers and companies as well. Additionally, it is one of the basis of growth and
development in the industrial economy because it brings cash inflows to the economy
through tourism attraction. The researcher discovered that upon various benefits of
ensuring quality, there is more space for improvement in the service delivery to
customers. The hotel management should not only pay attention to servicing the
customers but should religiously and honestly improve the already high quality of the
services they provide to their customers. On the question of recommending other
customers to the hotel almost all the respondents said yes. This reason bitterest the point
that the quality standards of Blue Sky hotel is high. Beside all the significant impact of
quality assurance on the customer satisfaction in the hospitality business, the researcher
strongly believes that more can still be done to increase the impacts to high pedestals.
Description:
A THESIS SUBMITTED TO THE COLLEGE OF TECHNICAL EDUCATION
UNIVERSITY OF WINNEBA, KUMASI CAMPUS IN PARTIAL FULFILMENT OF
THE REQUIREMENTS FOR THE AWARD OF THE MASTERS OF TECHNOLOGY,
HOSPITALITY AND CATERING
