Service Quality In Small Hotels In Ghana: A Comprehensive Framework

Abstract

The hospitality industry is dynamic and highly competitive. It is an industry in which the guest dictates the pace and type of service, and in which because of increasing competitiveness, has resulted in satisfactory service being the minimum expectation of guests (Crick & Spencer, 2011). The role of service quality in the success of hotel businesses cannot be overemphasised. It is therefore vital for hotel managers to have a good understanding of what customers want. Identifying the specific expectations of customers, the dimensions of the service quality, and their relative importance for customers for each specific segment of the hotel industry would help hotel management surmount the challenge of improving and delivering quality service (Akbaba, 2006).