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

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The 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 » * 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.
A 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), 2008