Guest Satisfaction of Hotel Services in the Sunyani Municipality. A Case Study

      Аннотация: This study assessed the guest satisfaction of hotel services in the Sunyani Municipality. The SERVQUAL Instrument was adopted and administered to one hundred (100) respondents. Stratified random sampling was used in selecting the sample. The data gathered were analysed using SPSS version 16 and employed analysis of variance (ANOVA) and factor analysis to analyze the data. The study among other things suggested that there exist a gap between Tangibles, and the other dimensions, notably, Reliability, Responsiveness, Assurance and Empathy from the guests’ perceptions.It was recommended that management of hotels must offer regular in-service training to staff on empathetic dimensions as guest derived their satisfaction from this factor. Also, there should be extra effort to improve on performance at the other dimensions because guest always compare services to experiences received else where.

Ключевые слова: Tourism, customer satisfaction, services, guest expectataion, guest perception