Assessing Service Quality in the Hospitality Industry

BRIGID APPIAH, OTOO and EDWARD, FEKPE (2016) Assessing Service Quality in the Hospitality Industry. In: Fifth International Conference On Advances in Economics, Management and Social Study - EMS 2016, 12-13 March,2016, Kuala Lumpur, Malaysia.

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The quality of service operations can be measured by waiting time because of its impact on customer’s perception of service efficiency and operational capabilities. Hotels and restaurants are broadly rated based on their facilities and quality of cuisine respectively. This study assesses the quality of service of the hospitality industry (hotels and restaurants) using waiting time as a proxy. It explores how service quality relates to star ratings. The study is based on data from 149 restaurants and 116 hotels in Ghana. It is concluded that there is no correlation between the star rating of hotels and restaurants and the service quality measured in terms of waiting times.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: waiting time, service quality, business rating, customer satisfaction.
Depositing User: Mr. John Steve
Date Deposited: 27 Mar 2019 12:09
Last Modified: 27 Mar 2019 12:09

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