Assessing the impact of quality assurance on customer satisfaction in the hospitality industry a case study of blue-sky hotel, Bolgatanga

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.