Service quality practices in the hospitality industry in Ghana: a case study of Hotel de Texas, Kumasi

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dc.contributor.authorBadu, Anthony Kofi
dc.date.accessioned2011-08-24T09:09:09Z
dc.date.accessioned2023-04-19T00:27:07Z
dc.date.available2011-08-24T09:09:09Z
dc.date.available2023-04-19T00:27:07Z
dc.date.issued2008-08-24
dc.descriptionA thesis submitted to Department of Marketing and Strategic Management, Kwame Nkrumah University of Science and Technology, Kumasi, in partial fufillment of the requirements for the degree of Master of Business Administration (Marketing), 2008en_US
dc.description.abstractThe upsurge of competition in the hotel industry calls for greater concern. A growing number of hotels have considered service quality their utmost priority in maintaining competitiveness. To maintain competitiveness, the hotel management often needs to develop reliable service quality standards. A questionnaire was sent to customers of Hotel De Texas. Some interesting findings were identified. Cumulative satisfaction was measured for each ยป * service attribute along the path of the service process. In addition, overall satisfaction, and likelihood to recommend and return were measured after completion of the service delivery. It was found that Hotel De Texas' effort at delivering quality service is very good, but then some of the findings suggest improvement in the physical facilities such as furniture and fittings. Again, training and motivation of employees, according to the findings was suggested. Also, flow of information to speed up processes was identified.en_US
dc.description.sponsorshipKNUSTen_US
dc.identifier.urihttps://ir.knust.edu.gh/handle/123456789/1107
dc.language.isoenen_US
dc.relation.ispartofseries4538;
dc.titleService quality practices in the hospitality industry in Ghana: a case study of Hotel de Texas, Kumasien_US
dc.typeThesisen_US
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