Evaluation of customer satisfaction attributes on hospitality services

Frank Nana Kweku Otoo, Godfred Effah Ameyaw, Manpreet Kuar and Evelyn Akosua Otoo
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Frank Nana Kweku Otoo: Department of Secretaryship and Management Studies, Faculty of Business and Management Studies, Koforidua Technical University, Koforidua, Ghana
Godfred Effah Ameyaw: GNA Business School, GN University, Phagwara, India
Manpreet Kuar: Mittal School of Business, Lovely Professional University, Phagwara, India
Evelyn Akosua Otoo: Department of Administration, Metro Mass Transit Limited, Accra, Ghana

International Journal of Research in Business and Social Science (2147-4478), 2022, vol. 11, issue 5, 188-198

Abstract: Customer satisfaction is an indicator of an organization's overall health and future prospects. The study evaluated the impact of customer satisfaction attributes on hospitality services. Data were collected from 680 guests of one to three star rated hotels in the Greater Accra Region. The hypothesized relationships were supported by the data. The results show an insignificant relationship between accessibility and hospitability services. Reliability had an insignificant relationship with hospitability services. The results also show that competence had a significant relationship with hospitability services. The results further show that friendliness had an insignificant relationship with hospitality services. The generalizability of the results obtained may be constrained since the present study focused on the hotel industry with its unique characteristics. The study suggests the enhancement of customer satisfaction to establish customer loyalty, improve brand reputation and competitive advantage. The study adds to the extant literature by empirically evidencing that customer satisfaction attributes significantly impact hospitality services Key Words:Customer Satisfaction, Service Quality, Hospitality Industry, Hotel Industry. Service Industry.

Date: 2022
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