Abstract:
The purpose of the study was to assess the quality of customer satisfaction in Hotel
Industry in Kumasi Metropolis. This study adopted the case study strategy. The
researcher used quantitative research methods for the study. The population for the
study was two hundred and seventy (270). The population of the study was made up of
customers and hotel operators in the Kumasi Metropolis. Random sampling and
purposive sampling methods were adopted to select a sample size of two hundred and
fifty nine (259) respondents for the study. The main instrument used for data collection
was questionnaires. Primary data was collected through a field survey of selected hotel
operators and customers in the Kumasi Metropolis. The data were analysed using SPSS
and Microsoft excel. The study results revealed that the services provided by hotels in
Kumasi is good but needs to be improved to sustain the growth of the hospitality
business. Most of the customers were willing to continue doing business with the hotels.
The customers recommended that to improve customer satisfaction in the hospitality
industry, the hotel must provide more customer service professionals, provide quality
food and drinks, the hotel workers must clean rooms and wash bed sheets regularly and
must provide moderate charges to enhance customer satisfaction. The study concluded
that hotels in the Kumasi Metropolis have state of the art offices, rooms, conferences
rooms etc. Moreover, the Service provided by staff is quality and professional.
Furthermore, the hotel Staff are friendly and courteous. The hotel customers
periodically inform customers about new products and services. The hotel’s Promotions
to reward customers are regular and consistent. It is recommended that, there is the need
to organise periodic workshops and seminars to educate hotel workers regarding
modern hospitality management techniques to satisfy customers. This is because
customers’ expectations are not static but changes.
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 fulfilment of the
requirements for award of the Master of Technology (Catering and Hospitality)
degree
