Dimensions of Service Quality in Hotels in Accra, Ghana

Abstract

Customers have expectations at every level of their interaction with a business whether face-to-face, over the phone, on the internet or by post. To meet and/or exceed these expectations, businesses need to know and understand what their customers expect from them so that they can deliver services to satisfy their customers. This study examined the dimensions of hotel guests’ expectations of service quality and the relative impact of the dimensions in influencing the overall level of service quality. Questionnaires were used to collect data from hotel guests in Accra. The results indicate that four underlying factors influenced guests’ expectations of service quality and among these four factors three were found to be significant in predicting expectations. The results provide insights and suggestions for change in hotel management practices.