Proceedings of The 5th International Conference on Business, Management and Finance
Year: 2022
DOI:
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Diagnosing Guest Satisfaction in South African Hotels: The Case of East London, South Africa
Vikelwa Judith Nomnga
ABSTRACT:
In numerous hotels, quality service is highly employee-centred. The aim of this paper is to analyse and gather the satisfaction of the customer and the hotel that could be used to enhance the hotel’s full service. The strategic focus of the hotel is to determine guest satisfaction in order to accomplish this. In the hospitality industry, this paper explores the effect of guest satisfaction. An appreciation of the variations between guests and providers in the applied dimensions of quality is crucial. The strategic focus of the hotel is to analyse visitors in order to optimise guest wealth so that the hotel can strengthen its departmental services by introducing more strategies using the service quality tool called guest content card (GCC). A hotel management intervention implements techniques for achieving satisfaction with service. In addition, a hotel establishment’s designation helps to assist a hotel in being a market leader. The researcher investigates guest satisfaction in hotels in East London (EL), South Africa. Data was gathered using the GCC quality of service tool. The findings of this manuscript would enable the numerous hotels in and around EL to develop an efficient and effective guest services. An awareness of the variations between guests and essential facilities in the applied dimensions of quality will be enhanced. The findings of this study provide the hotel management staff with an overview of the latest procedures for guest satisfaction calculation and management in EL hotels.
keywords: Service quality, customer loyalty, SERVQUAL, customer satisfaction, guest satisfaction.