The impact of service quality on customer satisfaction in the hospitality industry: a case study of selected restaurants in Kumasi

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The hospitality industry in Ghana is responsible for providing friendly services and accommodation to strangers. According to recent studies, the provision of quality service in she hospitality industry has been found wanting. This is partly due to the employment of unskilled labour that lacks the appropriate work ethics particularly in the area of service quality. The researcher i den tilled that a lut still needs to ue done to improve the q-'aiav services rendered in the hospitality industry, Long waiting time in restaurants, impulitj attendants, unresponsive staff, lack of avenues to address customer complaints as well as tnc denial of customers to comment on their level of satisfaction after using a facility are among the major challenges that beset the hospitality industry in Ghana. The research has therefore assessed the impact of service quality on customer satisfaction in the hospitality industry. Evidence from the research indicates that most operators in the industry are in the business with the aim of making profit and therefore compromise on the provision of service quality. Value, quality and productivity are all of great concern to senior management, as they relate directly to an organizations profitability and survival in the competitive marketplace. Strategies designed to enhance value are dependent in large measure on continuous improvement in service quality and productivity that reinforces rather than counteract customer satisfaction. In this respect, service providers should alwL , s ask i:ie question, "How satisfied are our customers"? This would enable the firm to learn cdoiu how well it has performed in comparison to its main competitors. How it has performed in comparison with the previous year, whether investments in certain service aspects have paid off in terms of customer satisfaction and where the firm wants to be in the following period. Often a key objective of comparison against other units is to motivate managers and service staff to improve performance especially when the results are linked to compensation
A Thesis submitted to the Department of Marketing and Corporate strategy Kwame Nkrumah University of Science and Technology School of Business In partial fulfillment of the requirements for the degree of Master of Business Administration, 2008