3 research outputs found
Assessing Service Quality and Customer Satisfaction in Ghana’s Hotel Industry: A Case Study of Engineering Guest House – KNUST
Background: It has been generally observed that service quality plays a very instrumental role in customer satisfaction. This study therefore, examined the impact of service quality on customer satisfaction in Ghana’s hotel industry, with Engineering Guest House (EGH) of Kwame Nkrumah University of Science and Technology (KNUST). Methods: In pursuit of the stated objective, descriptive cross-sectional survey was adopted as the research design for this study. Data was sourced from both primary and secondary sources. Structured questionnaires which was the main research instrument was used to elicit information from the participants which comprised mainly of customers of EGH-KNUST who have been patronizing the services of the said entity over 2 years. ANOVA and t-statistics were used to test the hypothesis while regression analysis was used to analyzed the data. Results: The findings showed an R2 value of 0.762 which reveals that service quality (using the SERVQUAL components) accounted for 76.2% of the variation in customer satisfaction. The f-statistics of 32.318 reveals that the model is statistically significant at 0.05 significant level. Conclusion: It was concluded that there was a significant relationship between service quality and customer satisfaction at EGH-KNUST, hence the guest house should continue to investigate precisely what guests want and develop innovative ways to meeting guests’ expectation. Keywords: Service quality, SERVQUAL model, customer satisfaction DOI: 10.7176/JTHS/47-05 Publication date: February 29th 202
The Gap between the Hospitality Education and Hospitality Industry
Hospitality graduates in Ghana face many challenges when finding job in today’s competitive market. The aim of  this research seeks to find out if graduates meet the expectation of potential companies as well as the cause of gap that exist between training of students in hospitality and the expectations of the potential companies. The objective of the study was achieved by the use of questionnaire and interviews. The respondents were educators, students and managers of hotels. The findings indicated that there are differences in what education offers and what industry demands. Hospitality education is primarily concerned with professional preparation of the individual who desire to work in any of the broad group of professions that make up the hospitality industry.  As a field of multidisciplinary study which brings the perspective of many disciplines to bear, hospitality education needs a well structured curriculum. Keywords: Needs of the industry, Competitive job market, Hospitality education, Practical training, Graduate expectatio
The Gap between the Hospitality Education and Hospitality Industry
Hospitality graduates in Ghana face many challenges when finding job in today’s competitive market. The aim of  this research seeks to find out if graduates meet the expectation of potential companies as well as the cause of gap that exist between training of students in hospitality and the expectations of the potential companies. The objective of the study was achieved by the use of questionnaire and interviews. The respondents were educators, students and managers of hotels. The findings indicated that there are differences in what education offers and what industry demands. Hospitality education is primarily concerned with professional preparation of the individual who desire to work in any of the broad group of professions that make up the hospitality industry.  As a field of multidisciplinary study which brings the perspective of many disciplines to bear, hospitality education needs a well structured curriculum. Keywords: Needs of the industry, Competitive job market, Hospitality education, Practical training, Graduate expectatio