IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v11y2022i5p188-198.html
   My bibliography  Save this article

Evaluation of customer satisfaction attributes on hospitality services

Author

Listed:
  • 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)

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.

Suggested Citation

  • Frank Nana Kweku Otoo & Godfred Effah Ameyaw & Manpreet Kuar & Evelyn Akosua Otoo, 2022. "Evaluation of customer satisfaction attributes on hospitality services," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(5), pages 188-198, July.
    • Handle: RePEc:rbs:ijbrss:v:11:y:2022:i:5:p:188-198
    DOI: 10.20525/ijrbs.v11i5.1859
    as

    Download full text from publisher

    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/1859/1338
    Download Restriction: no
    File URL: https://doi.org/10.20525/ijrbs.v11i5.1859
    Download Restriction: no
    File URL: https://libkey.io/10.20525/ijrbs.v11i5.1859?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:11:y:2022:i:5:p:188-198. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.