ASSESSING THE QUALITY OF CUSTOMER SATISFACTION IN HOTEL INDUSTRY IN KUMASI METROPOLIS

ABSTRACT

The purpose of the study was to assess the quality of customer satisfaction in Hotel Industry in Kumasi Metropolis. This study adopted the case study strategy. The researcher used quantitative research methods for the study. The population for the study was two hundred and seventy (270). The population of the study was made up of customers and hotel operators in the Kumasi Metropolis. Random sampling and purposive sampling methods were adopted to select a sample size of two hundred and fifty nine (259) respondents for the study. The main instrument used for data collection was questionnaires. Primary data was collected through a field survey of selected hotel operators and customers in the Kumasi Metropolis. The data were analysed using SPSS and Microsoft excel. The study results revealed that the services provided by hotels in Kumasi is good but needs to be improved to sustain the growth of the hospitality business. Most of the customers were willing to continue doing business with the hotels. The customers recommended that to improve customer satisfaction in the hospitality industry, the hotel must provide more customer service professionals, provide quality food and drinks, the hotel workers must clean rooms and wash bed sheets regularly and must provide moderate charges to enhance customer satisfaction. The study concluded that hotels in the Kumasi Metropolis have state of the art offices, rooms, conferences rooms etc. Moreover, the Service provided by staff is quality and professional. Furthermore, the hotel Staff are friendly and courteous. The hotel customers periodically inform customers about new products and services. The hotel’s Promotions to reward customers are regular and consistent. It is recommended that, there is the need to organise periodic workshops and seminars to educate hotel workers regarding modern hospitality management techniques to satisfy customers. This is because customers’ expectations are not static but changes.