An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi
Adelaide Spio-Kwofie *
Department of Hospitality Management, Faculty of Applied Sciences, Takoradi Technical University, P. O. Box-256, Takoradi, Ghana.
Peace Ankor
Department of Hospitality and Tourism, Faculty of Applied Science and Technology, Sunyani Technical University, P. O. Box-206, Sunyani, Ghana.
Christiana Adu
Alliance Hotel by Eagles, Beach Road, Whale Avenue, P.O. Box MC-3482, Takoradi, Western Region, Ghana.
*Author to whom correspondence should be addressed.
Abstract
In today’s economic environment, client expectations are continually increasing and both small and large hotel businesses are required to become more efficient to participate in a competitive global market. In this new reality, quality is critical for success. The main purpose of this study was to assess guest satisfaction with service quality in selected 2-star hotels in Takoradi. The objectives of the study were to find out whether guests are satisfied with services provided in the hotels, ascertain the main dimensions of service quality that lead to guest satisfaction and evaluate measures that can be put in place to help implement quality service in hotels. This study followed a non-experimental research approach and specifically used a descriptive survey. The targeted populations for this study were employees, guests and managers of nine 2-star hotels in Takoradi with a sample size of ninety (90). It consisted of ten (10) respondents from each hotel, thus, four (4) operational staff (one from housekeeping, front office, restaurant and kitchen department), five (5) guests and a manager (1) from each of the selected hotels.
Convenience and purposive sampling techniques were used for the study to select respondents and questionnaires were used to collect data from respondents. The data obtained was analyzed and presented using descriptive statistics namely frequencies, percentages, and charts with the aid of Microsoft Excel 2021. The study found out that though some aspect of service quality needs a step up, customers are satisfied with the services provided in the hotels. The study concluded that more customers become more satisfied with what they see or touch during the service.
Keywords: Service, quality, hotel, satisfaction, guest