Abstract:
The quality of service in the hotel industry is an important factor for an organization to
remain competitive and profitable. This study set out to investigate how management of
Promising Stars Hotel Ltd. located in the Kumasi Metropolis is ensuring efficient and
effective quality assurance to provide satisfaction to their customers. The objectives of the
research were to establish the quality management practices of Promising Stars Hotel, to find
out the extent to which these quality management practices impact on the hotel’s
performance and to identify the link between quality and customer satisfaction in the hotel. A
sample of 60 respondents was selected, 20 from the management and staff of the hotel and 40
customers of the hotel using random and stratified sampling techniques. Data was collected
using questionnaire and semi structured interview. The data analysis was done using
descriptive statistics such as simple frequencies, means and percentages. The study revealed
that the hotel implemented several quality management approaches such as ISO 9000,
SERVQual and TQM with TQM being the dominant quality management approach. It was
also seen that the adherence to quality management had a positive performance on the hotel’s
performance with 50% of respondents indicating that the quality management approach
adopted by the hotel led to an increased growth rate amongst earning a positive word of
mouth from customers and gaining international recognition. It was further revealed that
guest satisfaction was impacted in a positive way to a very large extent through the adherence
to quality management practices. The research concluded that the long-term benefits of
implementing quality management far outweighs the initial high cost of quality making it
worth the while for management of hospitality organisations. The study recommended that
management should improve the customer-employee relations since it was observed that the
relationship was there but not so strong.
Description:
A Dissertation in the Department of Hospitality and Tourism, 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.
