African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4193

Full Length Research Paper

An assessment of the impact of quality service on customers’ satisfaction and loyalty in selected hotels in Tamale Metropolis, Northern Region, Ghana

Sulemana, A.M
  • Sulemana, A.M
  • Department of Home Economics, St. Vincent College of Education, Yendi, Ghana.
  • Google Scholar
Galyuoni, B.
  • Galyuoni, B.
  • Department of Home Economics, Al-Faruq College of Education, Wenchi, Ghana
  • Google Scholar
Cowther S.
  • Cowther S.
  • Department of Hospitality and Tourism, Tamale Technical University, Ghana
  • Google Scholar
Issah, A.
  • Issah, A.
  • Departmenrt of Education and Psychology, University of Cape Coast, Ghana.
  • Google Scholar


  •  Received: 04 August 2022
  •  Accepted: 23 January 2023
  •  Published: 31 March 2023

References

Abd-Elaziz ME, Aziz WM, Khalifa GS, Abdul-Aleem M (2015). Determinant of Electronic word of mouth (EWOM) influence on hotel customers' purchasing decision. International Journal of Heritage, Tourism and Hospitality 9(2/2):194-223. Available at:

View

 

Agwa Y, Aziz W, Khalifa G (2018). Evaluating Food and Beverage Courses in Higher Private Tourism and Hotels institutes in Alexandria: Professionals' perception. International Journal of Heritage, Tourism and Hospitality 11(2):98-110.

Crossref

 

Alareefi NA, Abuelhassan AE, Khalifa GS, Nusari M, Ameen A (2019). Employee's innovative behaviour: Evidence from hospitality industry. Pakistan Journal of Social Sciences 16(1):14-29.
Crossref

 

Aldholay AH, Abdullah Z, Ramayah T, Isaac O, Mutahar AM (2018). Online learning usage and performance among students within public universities in Yemen. International Journal of Services and Standards 12(2):163-179.

Crossref

 

Al-dweeri R, Obeidat Z, Al-dwiry M, Alshurideh M, Alhorani A (2017). The impact of e-service quality and e-loyalty on online shopping: Moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies 9(2):92-103.
Crossref

 

Ali JB, Anwer ANR, Govand A (2021). Private Hospitals' Service Quality Dimensions: The impact of Service Quality Dimensions on patients' satisfaction: International Journal of Medical, Pharmacy and Drug Research 5(3):7-19.
Crossref

 

Alkalha Z, Al-Zu'bi Z, Al-Dmour H, Alshurideh M, Masa'deh R (2014). Investigating the effects of human resource policies on organizational performance: an empirical study on commercial banks operating in Jordan. European Journal of Economics, Finance and Administrative Science 51(1):44-64. Available at:

View

 

Alkutbi S, Alrajawy I, Nusari M, Khalifa GSA, Abuelhassan AE (2019). Impact of Ease of use and usefulness on the driver intention to continue using car navigation system in the United Arab Emirates. International Journal of Management and Human Science 3(1):1-4. Available at:

View

 

Alshurideh M (2016). Is customer retention beneficial for customers: A conceptual background. Journal of Research in Marketing 5(3):382-389.
Crossref

 

Alshurideh M, Al-Hawary S, Mohammed A, Al-Hawary A, Al Kurdi B (2017). The impact of Islamic bank's service quality perception on Jordanian customer's loyalty. Journal of Management Research 9(2):139-159.
Crossref

 

Alshurideh M, Bataineh A, Alkurdi B, Alasmr N (2015). Factors affect mobile phone brand choices-Studying the case of Jordan universities students. International Business Research 8(3):141-155.
Crossref

 

Alshurideh M, Gasaymeh A, Ahmed G, Alzoubi H, Al Kurdi B (2020). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3):1-14.
Crossref

 

Alzoubi H, Alshurideh M, Kurdi BA, Inairat M (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management 8(3):579-588.
Crossref

 

Anwar G, Shukur I (2015). Job satisfaction and employee turnover intention: A case study of private hospital in Erbil. International Journal of Social Sciences and Educational Studies 2(1):73. Available at:

View

 

Anwar G, Shukur I (2015). The Impact of Service Quality Dimensions on Students' Satisfaction: International Journal of Social Sciences and Educational Studies 1(3):76-88.

 

Badran N, Khalifa G (2016). Diversity Management: Is it important in hotel industry in Egypt? International Journal Heritage, Tourism Hospitality 7:275-286. Available at:

View

 

Bala BM, Bin-Ismail HN, Danladi MH, Dali M (2016). Measuring hotels service quality in Nigeria: A case study of Minna township. Journal of Quality Assurance in Hospitality and Tourism 17(1):71-88.
Crossref

 

Bennett A, Woodward I (2016). Festival spaces, identity, experience and belonging. In The festivalization of culture. Routledge. pp. 25-40. Available at:

View

 

Chen SC, Raab C (2017). Construction and validation of the customer participation scale. Journal of Hospitality and Tourism Research 41(2):131-153.
Crossref

 

Flint DJ, Blocker CP, Boutin PJ (2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management 40(2):219-230.
Crossref

 

Ghannajeh AM, Alshurideh M, Zu'bi MF, Abuhamad A, Rumman GA, Suifan T, Akhorshaideh AH (2015). A qualitative analysis of product innovation in Jordan's pharmaceutical sector. European Scientific Journal 11(4):474-503. Available at:

View

 

Gillani SUA, Awan AG (2014). Customer loyalty in financial sector: A case study of commercial banks in southern Punjab. International Journal of Accounting and Financial Reporting 4(2):587-606.
Crossref

 

Hamzah Z, Lee S, Moghavvemi S (2015). Elucidating perceived overall service quality in retail banking. International Journal of Bank Marketing 35(5):781-804.
Crossref

 

Haque A, Sarwar A, Azam SMF, Yasmin F (2014). Total quality management practices in the Islamic banking industry: comparison between Bangladesh and Malaysia Islamic bank. International Journal of Ethics in Social Science 2(1):5-18. Available at:

View

 

Hewedi M, Abou-Shouk M, Tamam M (2019). Adopting cooperative marketing strategy by tourism service providers: comparing perceptions of travel agencies and hotels. In Ekinci, Yucksel; Sharples, Liz; Viglia, Giampalo y Dogan Gursoy. 9th advances in hospitality and tourism marketing and management conference. Portsmouth, United Kingdom: University of Portsmouth pp. 119-131

Available at:

View

 

Howat G, Assaker G (2013). The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia. Sport Management Review 16(3):268-284.
Crossref

 

Husin IE, Abou-Shouk MA, Khalifa GSA (2013). Evaluating tourism and hospitality graduates: Perceptions of stakeholders in Egypt. In proceedings of the 3rd Regional Conference on Tourism Reasearch. pp. 29-31.Available at:

View

 

Jones JL, Shandiz M (2015). Service quality expectations: Exploring the importance of SERVQUAL dimensions from different nonprofit constituent groups. Journal of Nonprofit and Public Sector Marketing 27(1):48-69.
Crossref

 

Kandampully J, Juwaheer TD, Hu HH (2011). The influence of a hotel firm's quality of service and image and its effect on tourism customer loyalty. International Journal of Hospitality and Tourism Administration 12(1):21-42.
Crossref

 

Khalifa GSA (2015). Ethnic Restaurants' Meal Experience: Egyptian Customer' Perceptions. Journal of Faculty of Tourism Hotel (9):92-112. Available at:

View

 

Khalifa GSA (2018). The Egyptian, where in the competitive Environment? Competitve strategies and market orientation and its impact on customer loyalty: The mediating role of operational performance. International Journal of management and human Science 2(4):60-72. Available at: View

 

Khalifa GSA, Abou-Shouk MAA (2014). Investigating the success Factors of hotel Websites: The case of Egptian Hotels. Asia-Pacific Journal of Innovation in Hospitality and Tourism 3:1-21.
Crossref

 

Khalifa GSA, Fawzy NM (2017). Measuring E-service quality (Expectation Vs. Perception) from Travel Agencies Perspective: An empirical study on Egyptian Hotel Websites. International Journal on Recent Trends in Business and Tourism 1(3):36-48. Available at:

View

 

Khalifa GSA, Hewedi MM (2016). Factors Affecting Hotel Website purchasing intentions: Evidence from Egypt. Journal of Faculty of Tourism and Hotels 8(2):50-69

 

Lee YC, Wang YC, Chien CH, Wu CH, Lu SC, Tsai SB, Dong W (2016). Applying revised gap analysis model in measuring hotel service quality. SpringerPlus 5:1-14.
Crossref

 

Leninkumar V (2017). The relationship between customer satisfaction and customer trust on loyalty. International Journal of Academic Research in Business and Social Sciences 7:450-464.
Crossref

 

Lim J, Lim K, Heinrichs J, Al-Aali K, Aamir A, Qureshi M (2018). The role of hospital service quality in developing the satisfaction of the patients and hospital performance. Management Science Letters 8(12):1353-1362.
Crossref

 

Ludfi D (2017). The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia. Journal Management and Marketing Review 2(3):67-72.
Crossref

 

Markovic S, Iglesias O, Singh JJ, Sierra V (2015). How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? Analyzing the roles of empathy, affective commitment, and perceived quality. Journal of Business Ethics 148:721-740.
Crossref

 

Minh HN, Ha TN, Matsui Y (2015). Service Quality and Customer Satisfaction: A case study of Hotel Industry in Vietnam. Asian Social Science 11(10):73-85.
Crossref

 

Mohammad SAA, Ahmad H, Zulhumadi F, Abubakar FM (2017). Relationships between system quality, service quality, and customer satisfaction: M-commerce in the Jordanian context. Journal of Systems and Information Technology 20(1):73-102.
Crossref

 

Mohamud SS, Khalifa GSA, Abuelhassan AE (2017). Investigating the antecedents of coffee shop custom behavioural intentions in Kuala Lumpur. International Journal on Recent Trends in Business and Tourism 1(4):1-14. Available at:

View

 

Moon M, Habib M, Attiq S (2015). Analyzing the Sustainable Behavioral Intentions: Role of Norms, Beliefs and Values on Behavioural Intentions. Pakistan Journal of Commerce and Social Sciences 9(2):524-539. Available at:

View

 

Morsy MA, Ahmed GS, Ali NA (2016). Impact of effective training on employee performance in hotel establishments. International Journal of Heritage, Tourism and Hospitality 10(1/2):92-109.

 

Ngaliman E, Suharto M (2019). The effect of tangibles, responsiveness, and reliability on customer satisfaction of delivery services. International Journal of Economics and Management Studies 6(5):86-92.
Crossref

 

Nusari M, Al Falasi M, Alrajawy I, Khalifa GS, Isaac O (2018). The impact of project Management Assets and organizational culture on Employee Performance. International Journal of Management, Human Science 2(3):15-26. Available at:

View

 

Omondi NH, Lusala AV, Odondo A (2021). Effect of tangibility on customer satisfaction among Micro Finance Banks in Kenya. European Journal of Business and Strategic Management 6(2):15-20.
Crossref

 

Parawansa DAS (2018). Effect of commitment and customers' satisfaction on the relationship between service quality and customer retention in rural banks in Makassar, Indonesia. Journal of Management Development 37(1):53-64.
Crossref

 

Richard EM, Bupp CP, Alzaidalsharief RG (2016). Supervisor empathy moderates the negative effects of customer injustice. Emotions and Organizational Governance 12:117-140.
Crossref

 

Saleem S, Amin S (2013). The impact of organizational support for career development and supervisory support on employee performance: An empirical study from Pakistan academic sector. European Journal of Business and Management 5(5):194-207. Available at:

View

 

Sanjuq G (2014). The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia. International Journal of Business Administration 5(4):77-84.
Crossref

 

Shimekit HA (2016). Service quality and customer satisfaction in hospitality industry: The case of selected hotels in Jimma Town, Ethiopia. Global Journal of Management and Business Research 16(E5):73-86. Available at:

View

 

Sudigbo A, Khalifa GSA, Abuelhassan AE (2019). Driving Islamic Attributes, Destination Security Guarantee and Destination Image to Predict Tourists' Decision to visit Jakarta. International Journal on Recent Trends in Business and Tourism 3(1):59-65. Available at:

View

 

Sun B, Ham S (2022). Influence of gender on the word-of-mouth process in restaurant consumption using chronic regulatory focus. Journal of Quality Assurance in Hospitality and Tourism 23(5):1350-1373.
Crossref

 

Tariq M, Abbas T, Abrar M, Iqbal A (2017). EWOM and brand awareness impact on consumer purchase intention: mediating role of brand image. Pakistan Administrative Review 1(1):84-102. Available at:

View

 

Tessera FA, Hussain IA, Ahmad N (2016). Service quality and hotel's customer satisfaction: An empirical evidence from Ethiopia. Electronic Journal of Business and Management 1(1):24-32. Available at:

View

 

WHDP UG (2014). Relationship between service quality and customer satisfaction in Sri Lankan hotel industry. International Journal of Scientific and Research Publications 4(11):2250-3153. Available at:

View

 

Wijaya BS (2013). Dimensions of Brand Image: A conceptual Review from the Perspective of Brand Communication. European Journal of Business and Management 5(31):55-65. Available at:

View

 

Yosep C (2016). The influence of service quality on customer satisfaction in Gran Puri Hotel Manado. Jurnal Berkala Ilmiah Efisiensi 16(1):73-85. Available at:

View