Linen Quality and Guest Satisfaction in Star-rated Hotels in Upper East Region of Ghana

Abstract

Purpose: Linen as launderable textiles is indispensable in the hotel business. Guests pay for hotel services rendered and deserve quality linen. Linen (bed linen, bath linen, guest room curtains) is expected to be clean, crisp, spotless, attractive and comfortable. Linen quality can be attributable to the fibre of fabric, care and maintenance. Thus, the study investigated linen quality and guest satisfaction in star-rated hotels in Upper East Region of Ghana. The reference was on the relationship that exists between linen quality and guest satisfaction and to test if any association existed between them.
 Methodology: The study employed a descriptive survey research design. A sample of 327 guests was sampled using a random sampling technique. Data were collected using a questionnaire. Analysis of data was done by the use of SPSS version 26. Data were presented using both descriptive and inferential statistics. The descriptive statistics were frequencies, percentages, means and standard deviations. For the inferential statistics, Spearman’s Rank-Order correlation was used to determine the relationships, directions, and magnitude among the study variables. The regression model was used for testing the hypotheses. The hypothesis was tested at a 5% level of significance.
 Findings: The findings revealed an association existed between linen quality and guest satisfaction with a moderate positive correlation (r =.04 to .52) and statistically significant (R2 =.197, F(2, 324) = 39.80, β = .522, p = .000). The hypothesis there is no association between linen quality and guest satisfaction was rejected at 95% confidence level. The study concluded linen quality significantly influences guest satisfaction. However, the predictor variable (linen quality) explained approximately 19.2% of the variations in guests’ satisfaction.
 Unique Contribution to Theory, Practice and Policy: The study employed Expectancy-Disconfirmation Paradigm (EDP) model. The expected clean, comfortable and adequate linen met the expectation of the guests for satisfaction to occur. The study recommended stakeholders in the hotel industry should continuously ensure standards on linen quality to improve guest satisfaction. It is suggested the hotel management should purpose to provide quality linen and ensure proper care and maintenance of linen through effective supervision. The study as well calls for the Ghana Tourism Authority, the regulatory body for hotel activities to set standards and intensify monitoring activities regarding the quality of linen presented to guests. As an avenue for the hotels to acquire more knowledge, skills and a better attitude towards the handling of linen, the government of Ghana can institute policies on training on linen management.