The Nexus Between Quality Assurance Practices and Customer Service Satisfaction of Hotels in the Upper West Region of Ghana

Abstract

This study investigates quality assurance practices and their relationship with customer service satisfaction in Upper West Region hotels. The mixed-method technique was used. The study also collected data from primary and secondary sources. Using a convenience sampling technique, the researchers sampled 275 clients or patrons of Upper West Region hotels. The findings suggest that hotels impaired the application of quality assurance standards. Additional research found that hotels provide inadequate customer care and services. The findings on measures to improve customer satisfaction were: the necessity to hire quality workers; the provision of in-service training on customer care services; and the integration of technology to improve customer care services.

Keywords: Hotels, Quality Assurance, Customer satisfaction, Practices & Services.

DOI: 10.7176/JTHS/67-03

Publication date: July 30^th 2024