Facilities management and clients satisfaction nexus in hotels in secondary cities in Ghana: A study of selected hotels in Wa
ISSN: 0263-2772
Article publication date: 15 September 2023
Issue publication date: 8 November 2023
Abstract
Purpose
This study aims to assess how the provision of facilities management (FM) services influences customer satisfaction in hotels in secondary cities. This study focussed on customer satisfaction in relation to specific FM services such as cleaning, maintenance, security, internet/information technology and air conditioner servicing.
Design/methodology/approach
The study used a case study design. Simple random and purposive sampling methods were used to select the hotels and the respondents. The study used a survey based on the SERVQUAL model to collect data from 136 respondents. Six hotel managers were also interviewed.
Findings
There were disparities in customer satisfaction across the various hotel categories based on the assessment indicators used. Thus, customer satisfaction with FM services was not influenced by hotel ratings. On the calibre of staff handling FM activities, none of the hotels had a professional facilities manager. The hotel managers were in charge of FM activities, which affected the provision of FM services. Generally, customers in all the selected hotels were not satisfied with the quality of FM services. Specifically, the overall mean gap score was very low (−3.20), which meant that customers’ expectations far exceeded their perceptions, hence, their dissatisfaction. Tangible(s) of services were customers’ least appreciated (−1.04) dimension. This meant that hotels did not pay much attention to the physical (place) aspect of their FM activities. This should engage the attention of hospitality industry regulators and policymakers, given the current global health crisis caused by Covid-19 and its variance.
Originality/value
The study demonstrates customer satisfaction with FM services in hotels in secondary cities. Practically, hotels can become very competitive if they consider the findings of the study to provide effective customer-oriented FM services.
Keywords
Citation
Alhassan, T. and Kidido, J.K. (2023), "Facilities management and clients satisfaction nexus in hotels in secondary cities in Ghana: A study of selected hotels in Wa", Facilities, Vol. 41 No. 13/14, pp. 1036-1054. https://doi.org/10.1108/F-10-2022-0135
Publisher
:Emerald Publishing Limited
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