Customer Satisfaction and Quality of Service Delivery in Selected Two and Three Star Rated Hotels in Kumasi Metropolis

Abstract

Investigations on performance in the hospitality industry have been to enquire further into the dynamics of customer’s perspective on the quality of service. This paper argues that key components of guest satisfaction would require further enquiry into specific strategies that might inform management efforts of maximizing customer satisfaction. A mixed method approach was employed to examine connections between customer satisfaction and quality of service delivery in star rated hotels in Kumasi metropolis. This study’s major focus were to examine food service in perceived customer’s satisfaction and service quality and also to determine the influence of service quality on customer perceived quality of service. Stratified random sampling techniques enabled a sample size of 349 from some two and three star rated hotels in Kumasi. Standardized questionnaires provided some rich data which were presented and supported with tables. The study confirms customer high expectations of service delivery. It is recommended that a more appropriate way forward for sustainability in the hotel management would more critical engagement with the dynamics that seek to support and promptly respond to customers perceptions on delivery. Additionally, such dynamics could be imparted in employee work patterns to enable a deeper appreciation of customer perceptions on service delivery.