Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana

Gloria Honny Asirifi; Paul Goddey Gablah; Emmanuel Kwaw; Joseph Honny

doi:doi:10.11648/j.sjbm.20140205.13

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Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana

Gloria Honny Asirifi, Paul Goddey Gablah, Emmanuel Kwaw, Joseph Honny

Published in Science Journal of Business and Management (Volume 2, Issue 5)

Received: 29 August 2014 Accepted: 10 October 2014 Published: 30 October 2014

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Abstract

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.

Published in	Science Journal of Business and Management (Volume 2, Issue 5)
DOI	10.11648/j.sjbm.20140205.13
Page(s)	131-135
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2014. Published by Science Publishing Group

Keywords

Service Quality, Hotel Industry, SERVQUAL Model, Customer, Alisa Hotel the Services of Alisa Hotel

References

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[7]	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.
[8]	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
[9]	Chow, C. C. and Luk, P(2005). A strategic service quality approach using analytic hierarchy process. Managing Service Quality, 15(3): 278-289
[10]	Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1): 8-32
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[12]	Leboeuf, M. (1987). How to win customers and keep them for life. New York: Berkley Books
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[17]	Carlzon, J. (1987), “Moments of Truth” Ballinger Publishing, Cambridge, MA,
[18]	Lehtinen, J.R. and Lehtinen, U. (1982), "Service quality: a study of quality dimensions", Unpublished Working Paper, Service Management Institute, Helsinki.
[19]	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,
[20]	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.
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Gloria Honny Asirifi, Paul Goddey Gablah, Emmanuel Kwaw, Joseph Honny. (2014). Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana. Science Journal of Business and Management, 2(5), 131-135. https://doi.org/10.11648/j.sjbm.20140205.13

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ACS Style

Gloria Honny Asirifi; Paul Goddey Gablah; Emmanuel Kwaw; Joseph Honny. Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana. Sci. J. Bus. Manag. 2014, 2(5), 131-135. doi: 10.11648/j.sjbm.20140205.13

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AMA Style

Gloria Honny Asirifi, Paul Goddey Gablah, Emmanuel Kwaw, Joseph Honny. Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana. Sci J Bus Manag. 2014;2(5):131-135. doi: 10.11648/j.sjbm.20140205.13

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@article{10.11648/j.sjbm.20140205.13,
  author = {Gloria Honny Asirifi and Paul Goddey Gablah and Emmanuel Kwaw and Joseph Honny},
  title = {Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana},
  journal = {Science Journal of Business and Management},
  volume = {2},
  number = {5},
  pages = {131-135},
  doi = {10.11648/j.sjbm.20140205.13},
  url = {https://doi.org/10.11648/j.sjbm.20140205.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20140205.13},
  abstract = {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.},
 year = {2014}
}

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TY  - JOUR
T1  - Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana
AU  - Gloria Honny Asirifi
AU  - Paul Goddey Gablah
AU  - Emmanuel Kwaw
AU  - Joseph Honny
Y1  - 2014/10/30
PY  - 2014
N1  - https://doi.org/10.11648/j.sjbm.20140205.13
DO  - 10.11648/j.sjbm.20140205.13
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 131
EP  - 135
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20140205.13
AB  - 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.
VL  - 2
IS  - 5
ER  -

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Author Information

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

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APA Style

Gloria Honny Asirifi, Paul Goddey Gablah, Emmanuel Kwaw, Joseph Honny. (2014). Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana. Science Journal of Business and Management, 2(5), 131-135. https://doi.org/10.11648/j.sjbm.20140205.13

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ACS Style

Gloria Honny Asirifi; Paul Goddey Gablah; Emmanuel Kwaw; Joseph Honny. Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana. Sci. J. Bus. Manag. 2014, 2(5), 131-135. doi: 10.11648/j.sjbm.20140205.13

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AMA Style

Gloria Honny Asirifi, Paul Goddey Gablah, Emmanuel Kwaw, Joseph Honny. Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana. Sci J Bus Manag. 2014;2(5):131-135. doi: 10.11648/j.sjbm.20140205.13

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@article{10.11648/j.sjbm.20140205.13,
  author = {Gloria Honny Asirifi and Paul Goddey Gablah and Emmanuel Kwaw and Joseph Honny},
  title = {Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana},
  journal = {Science Journal of Business and Management},
  volume = {2},
  number = {5},
  pages = {131-135},
  doi = {10.11648/j.sjbm.20140205.13},
  url = {https://doi.org/10.11648/j.sjbm.20140205.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20140205.13},
  abstract = {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.},
 year = {2014}
}

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TY  - JOUR
T1  - Quality Service in the Hotel Industry: Evidence from Alisa Hotel Ghana
AU  - Gloria Honny Asirifi
AU  - Paul Goddey Gablah
AU  - Emmanuel Kwaw
AU  - Joseph Honny
Y1  - 2014/10/30
PY  - 2014
N1  - https://doi.org/10.11648/j.sjbm.20140205.13
DO  - 10.11648/j.sjbm.20140205.13
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 131
EP  - 135
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20140205.13
AB  - 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.
VL  - 2
IS  - 5
ER  -

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