Abstract:
The research work was steered to assess Customer Satisfaction of front desk operation in
the tourism industry with particular reference to Modern City Hotel in the Tamale
metropolis in the Northern Region of Ghana. Questionnaire and interview were data
collection instruments used to solicit for data from one hundred and five customers and
twenty – five employees of the hotel. The findings revealed that customers were much in
higher expectation in assurance. Again, customers considered tangibility and empathy as
the most important factors for determining satisfactory service delivery. Customers‟
perceptions however exceeded their expectation. Based on the above findings the
suggested strategies to improve quality service delivery by respondents included: hiring
qualified staff, organisation of regular training sessions by hotel management to their
staff given incentives to staff to boost their morale to work as well as staff attending to
guests as quick as possible and delivering the right information at the right time
Description:
A Dissertation Submitted to the Department of HOSPITALITY AND TOURISM
EDUCATION, Faculty of VOCATIONAL EDUCATION, School of research and
Graduate Studies, University of Education, Winneba in Partial Fulfilment of the
Requirements for the award of Master of Technology Education (Catering and
Hospitality) Degree
AUGUST, 2016
