Service Delivery And Customer Satisfaction In The Hospitality Industry (The Case Of Coconut Groove Regency Hotel)

Amoah Michael (2022) Service Delivery And Customer Satisfaction In The Hospitality Industry (The Case Of Coconut Groove Regency Hotel). Faculty of Commerce, Catering and Tourism.

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Abstract

ABSTRACTPoor service delivery in the Hospitality industry has been a major source of concern to the Hotel industries all over the world. The lack of commitment to quality and excellent service delivery has resulted in lost opportunities, frustrations, anger, depressed feelings and non-performance of most firms in the Hospitality industry. So therefore, Service quality has become ever more important to the achievement of customer satisfaction and competitive advantage, coupled with the increasing complexities of the need and expectation of customers. Much of the studies done on this subject appear to have concentrated on the Hotel industry. However, the hotel industry especially in developing countries such as Ghana plays very dominant roles in service delivery.  To this end, the main purpose of the study was to examine the overall customer satisfaction with service quality delivered by Coconut Groove Regency Hotel. The objective of the study was to assess the relationship between service quality and customer satisfaction and how the dimensions of service quality impacts on customer satisfaction as well as the perceptions of customers about effectiveness of customer service procedures. The study also assessed the standard of service quality of the Hotel. Accordingly, appropriate research questions were postulated to guide the research. The study adopted a purely descriptive approach. Questionnaires were designed and administered to solicit information from clients. Interview guides were also designed to gather responses from some staff and management. The results indicated that there is a positive relationship between service quality and customer satisfaction and that improvement in service quality can lead to the achievement of higher customer satisfaction. Also, Majority of the respondents therefore viewed the standard of service quality and customer care in the Hotel as average. It was thus recommended that the Hotel strengthen the systems, processes and procedures to improve service quality and customer care attributes which customers consider important. Finally, measures should be instituted to deal with those factors which tend to impact adversely on the Hotel’s attempt at ensuring the delivery of high quality of service and customer satisfaction.

Institution

Budapest Business University

Kar

Faculty of Commerce, Catering and Tourism

Department

Turizmus Tanszék

Tudományterület/tudományág

UNSPECIFIED

Szak

Kereskedelem és marketing

Supervisors

Konzulens neve
Konzulens típusa
Assignment, Scientific qualification, Institution
Email
Dr. Kozár László
Belső
főiskolai tanár; Kereskedelem Tanszék; KVIK

Item Type: Thesis (UNSPECIFIED)
Uncontrolled Keywords: Coconut Groove Regency Hotel, customer satisfaction, hospitality, service delivery, tourism
SWORD Depositor: Archive User
Depositing User: Archive User
Date Deposited: 2022. Mar. 17. 15:41
Last Modified: 2022. Mar. 17. 15:41

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