Influence of linen management and customer satisfaction in star-rated hotels in upper east region of Ghana
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Date
2024-10
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Kenyatta University
Abstract
Bed and bath linen provided at hotels contributes to guests' experience. Par levels and par stock for hotel operations can hinder customer satisfaction. The study investigated the influence of linen management and customer satisfaction in star-rated hotels in the Upper East Region of Ghana. Five specific objectives guided this study as follows: to examine the relationships between bed and bath linen quantities and qualities and guest satisfaction, to investigate the effect of bed and bath linen care strategies on guest satisfaction, to evaluate GTA’s current bed and bath linen policies and propose policy improvement, and to investigate the moderating effect of training on the relationship between linen management and guest satisfaction. The research design adopted was a cross-sectional survey design. The target population for the study was 1180 which comprised individuals from hotel employees (general managers/supervisors), key informants from GTA and hotel association, and hotel guests. A sample size of 381 was drawn from 24 of the hotels. The research instruments employed for data collection were questionnaires, interview guide, and observation checklist. Quantitative data were analysed using both descriptive and inferential statistics. The descriptive statistics covered percentages means and standard deviations. The percentages were used for the demographic data while in summarising the main features of the data based on the objectives the means and standard deviations were used. The regression model (simple, multiple, and hierarchical regression) was the inferential statistics used to analyse the data to determine the statistical relationship among the variables and the influence of the predictor variables on the outcome variable. The regression model helped explain the predictors' variations in guest satisfaction. Content analysis was used for the qualitative data and organised in themes to support the findings. The findings on bed and bath linen quantities had a significant relationship with guest satisfaction (p=0.001<0.05). Also, bed and bath linen qualities had a substantial relationship with guest satisfaction with p-values of (p=0.001< 0.05) and (p=0.002< 0.05) respectively. Bed and bath linen care strategies affected guest satisfaction (R2 = 0.507, p = .001). The R2 showed the predictor variables explained 50.7% of the variations in guest satisfaction. Furthermore, GTA's bed and bath linen policies had a significant relationship with guest satisfaction (R2 = 0.448, p=0.001) with the predictor variable explaining a 44.8% variation in guests’ satisfaction. For policy improvement, GTA should specify par levels for bed and bath linen and the degree of cleanliness. The suggested minimum par should be three. The linen should show no sign of soil, stain, spots, deface colour, or smell. The moderating effect of training on linen management and guest satisfaction was (β = -.580, R2 = .346, F = 38.493, p = 0.002< 0.05) when the hierarchical multiple regression was applied. The overall regression model was statistically significant considering the F-statistics and the p-value. The R2 explained a 34.6% variation in the effect of training on the relationship. The study concluded a relationship between how hotels manage bed and bath linen and guest satisfaction. The study recommended that overstrained linen could be prevented with a minimum par level of three for a bed when hotels are fully booked. A par level below three can cause low linen quality affecting guest satisfaction Undiscovered latent variables that mediate linen management can be studied as further research.
Description
A research thesis submitted in fulfilment for the degree of doctor of philosophy in hospitality management in the school of business, economics and tourism of Kenyatta University, October 2024
Supervisors:
Dr. Rahab Mugambi
Prof. Alice ondigi