Science Journal of Business and Management
Volume 2, Issue 5, October 2014, Pages: 131-135
Received: Aug. 29, 2014;
Accepted: Oct. 10, 2014;
Published: Oct. 30, 2014
Views 3172 Downloads 424
Gloria Honny Asirifi, Department of Hotel, Catering and Institutional Management, Accra Polytechnic, Accra, Ghana
Paul Goddey Gablah, Research Department, Accra Polytechnic, Accra Ghana
Emmanuel Kwaw, Department of Hotel, Catering and Institutional Management, Cape Coast Polytechnic, Cape Coast, Ghana
Joseph Honny, Account Department, University of Ghana School Allied Health Science, Accra, Ghana
The delivery of high quality services is one of the most important and most difficult tasks that any service organization faces due to its unique characteristics such as intangibility, Perishability, variability, inseparability and its labour intense nature. In most cases, service quality is judged by customers and as such it is the customers’ perception of how well a service meets or exceeds their expectations that define service quality. Service quality leads to customer loyalty and higher profitability when other factors have been considered. It is against the back ground that the study was undertaken to assess quality service delivery in the hotel industry. The research therefore used SERVQUAL Model to assess service quality in the hotel industry using customers of the hotel as respondents. Primary data for the research was collected using a modified pretested questionnaire developed around the SERVQUAL model. Respondents assessed service quality on a Non-comparative Scaling Techniques (ranging from Extremely Good, Very Good, Good, Bad, Very Bad, and Extremely Bad) based on tangibles, reliability, responsiveness, assurance and empathy. The findings from the study depict various concerns from customers as to their expectation and experiences. However, customers overall assessment of the service quality of the hotel depicted that, 30% rate service quality as excellent, 36% as very good, 27% as good while 7% rated their service as average. This is an indication that service quality was acceptable by customers who patron.
Gloria Honny Asirifi,
Paul Goddey Gablah,
Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana, Science Journal of Business and Management.
Vol. 2, No. 5,
2014, pp. 131-135.
Lazer, W and Layton, R. (1999). Quality of hospitality service: a challenge of the millennium. URL:Http://www.hotelonline.com/Trends/EI/EI_ServiceChalleng.html [March 20, 2013]
Kotler, P. Bowen, J. and Makens, J. (2003). Marketing for hospitality and tourism. 3rd Edition. New Jersey, Prentice.
Jones, E. and Haven-Tang, C. (2005). Tourism SMEs, service quality and destination competitiveness. Oxfordshire, UK, CABI Publishing.
Mensah, I. (2009). Custmers’ perception of food service quality: The case of Cape Coast. Journal of Business and Enterprise Development, 1(1): 138-154
Reeves, C. A. and Bednar, D. A. (1994). Defining quality: Alternatives and implication. The academy of management review, Total Quality: Special Issue, 19(3): 419-445
Cooper, C., Fletcher, J., Gilbert, D. and Wanhill, S. (1993). Tourism principles and practice. Essex, England: Longman Group Limited.
Olsen, M. D., Ching-Yick Tse, E. and West, J. J. (1998). Strategic management in the hospitality industry. 2nd Edition. New York: John Wiley and Sons Inc.
Sharp, B., Page, N. and Davis, J. (2000) “ A New Approach to Customer Satisfaction, Service Quality and Relationship Quality Research” ANZMAC 2000 Visionary Marketing for the 21st Century: Facing the Challenge 1135
Chow, C. C. and Luk, P(2005). A strategic service quality approach using analytic hierarchy process. Managing Service Quality, 15(3): 278-289
Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1): 8-32
Zeithaml, V. A. and Bitner, M. J. (2003). Service marketing integrating customer focus across the firm. New York, McGraw-Hill
Leboeuf, M. (1987). How to win customers and keep them for life. New York: Berkley Books
Nasution, H. N. and Mavondo, F. T. (2005). The impact of service quality on customer value in the hotel industry. ANZMAC 2005 Conference: Tourism Marketing
Cronin, J. J. and Taylor, S. A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56(7): 55-68.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research", Journal of Marketing, 49: 41-50.
Lewis, R. and Booms, B. (1983), in Berry, L.L., Shostack, G., Upah, G.D. (Eds),The Marketing Aspects of Service Quality in Emerging Perspective on Services Marketing, American Marketing Association, Chicago, IL.
Carlzon, J. (1987), “Moments of Truth” Ballinger Publishing, Cambridge, MA,
Lehtinen, J.R. and Lehtinen, U. (1982), "Service quality: a study of quality dimensions", Unpublished Working Paper, Service Management Institute, Helsinki.
Lewis, B. R. (1994), Service Quality. In Meidan, A., Lewis, B.R., Moutinho, L. (Eds), Recent Developments in Financial Services; Financial Services Marketing: A Reader, The Dryden Press, London,
Gundersen, M.G., Heide, M. and Olsson, U.H. (1996), "Hotel guest satisfaction among business travelers: what are the important factors?” Cornell Hotel & Restaurant Administration Quarterly, 37: 72-8.
Parasuraman, A., Berry, L.L. and Zeithml, V.A. (1998), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality", Journal of Retailing, 64(1): 12-40.
David. B and Francis. B. (2004). Hospitality Marketing: An Introduction”,1st Edition London pg. 22-25,282-295,248-261 Goncalves, K.P. (1997), Services Marketing: A Strategic Approach, Prentice Hall, Upper Saddle River, NJ.