dc.contributor.author |
Abudu, C.T. |
|
dc.date.accessioned |
2024-11-05T13:52:18Z |
|
dc.date.available |
2024-11-05T13:52:18Z |
|
dc.date.issued |
2016-08 |
|
dc.identifier.uri |
http://41.74.91.244:8080/handle/123456789/4552 |
|
dc.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 |
en_US |
dc.description.abstract |
Poor service quality has the potential of harming the service provider in the long term, if
not instantly. This is because, the relationship between service quality and customer
satisfaction is direct. This position is most crucial especially when the goal of a business
is to attract and maintain a large customer base for its services. But most often than not,
issues of service failure hinder the fulfilment of this organizational goal especially in the
hospitality industry. For this reason, this study assessed the quality of customer service
delivery in the hospitality industry of Ghana with specific focus on the Modern City in
the Tamale Metropolis. It focused on the dimensions of service quality as proposed by
Parasuraman et al. A 20 item questionnaire was designed to collect data from guests of
the hotel. Convenience sampling was used to select 108 guests for the study and
questions relating to their expectations and perceptions of quality of service received at
the hotel were asked. The data were analyzed using SPSS Version 20. The findings of
this research pointed to the fact that there was poor performance in the services provided
by the hotel despite doing relatively well in one of the dimensions of service quality i.e.
assurance. This is because, customers are very concerned about such things as facilities
and technology. Their high expectations in the reliability and empathy of the hotel were
met with lower perceptions of service quality. The success influencing factors of the hotel
are however, the dimensions of assurance and empathy. It was however found that, for a
successful quality service delivery, all the five dimensions of service quality must be
properly addressed. To this end, management of the hotel is advised to focus on such
dimensions as assurance and empathy as it captured the highest expectations from
customers. Typically, the hotel’s management was advised to adjust the operating hours
of their facility and to make significant investments in modern infrastructure and service
delivery systems. Also, they are advised to share service encounter information among
staff and with industry players to ensure harmonious hotel services so as to satisfy and
retain their guests for a long time. |
en_US |
dc.language.iso |
en |
en_US |
dc.publisher |
University of Education, Winneba. |
en_US |
dc.subject |
Customer service delivery |
en_US |
dc.subject |
Hospitality industry |
en_US |
dc.title |
Quality customer service delivery in the hospitality industry of Ghana the case of modern city hotel in Tamale |
en_US |
dc.type |
Article |
en_US |