The Impact of Services Provided to PwDs on Customer Perceptions of Service Quality in the Hotel Business: The Influence of Gender and Educational Status with or without Disability

Abstract

When PwDs engage with the persons who do not have disabilities; both parties experience a considerable level of stress. While relating to PwDs, subjects with no disability have higher emotional distress and physiological arousal, less verbal behavior variability, less motoric activity, and dismiss connections sooner than once relating with their counterparts who do not have a disability. The origins of negative attitudes toward PwDs, Hotels that provide services to people with disabilities help to develop a positive image for the organization while also lowering the customer rate. The hospitality industry understands the importance of projecting a positive image and influencing client behavior. As a result, we analyze the impact of services provided to PwDs on perceptions of customer of quality service in the hotel business, utilizing principles from service quality research. Survey design with quantitative approach was employed. The research covered all customers who visit hotels and restaurants in Kwadaso Municipality of Ashanti Region, Ghana. The study’s sample size was obtained after the data collection. Hence, convenient sampling technique was used. The data collection instrument was a questionnaire. SPSS was used for the analysis of the results. The study found that the educated and uneducated customers showed a negative relation with service quality delivery when they see that PwDs are served at the hotel. The study revealed that males and females showed a positive relation with service quality delivery when they see that PwDs are served at the hotel. The study concluded that the relationship between service quality delivery when they see that PwDs are served at the hotel and the model was statistically insignificant.