Quality Assurance in the Hospitality Industry: Ghanaian Standpoint

Abstract

The Ghanaian hospitality industry has seen a credible turnaround over the past few years. The nation is bestowed with lots of beautiful monuments such as castles, forts, waterfalls, mountains, umbrella rock and others which attract lot of tourists into the country every year. Hospitality is an integral part of human life, whether in a commercial scale or in small scale.  Although, the industry is perceived to be flourishing as new structures are being put up every day, it is yet to strike a major impact in the country as compared to other hospitality businesses like the hotels in different African countries. The study examines the impact of quality on hospitality businesses, the participation of staff and employees in contributing to quality of services, to identify the link between quality and customer satisfaction. The researchers used non probability sampling techniques in carrying out this research. Both accidental and purposive samplings were used. The results of the study indicate that, ensuring quality is of great importance to customers and companies as well. On a whole it is one of the basis of  growth in the economy because it brings cash inflows to the economy through tourism attraction. The study found that there is room for improvement in the service delivery to customers. The practical implications of these findings are discussed.

Keywords: Quality, Hospitality, Service, Customer Satisfaction