International Tourism and Hospitality Journal (ITHJ)

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Volume 6 | Issue 02 | 2023

Title: Managing Quality Assurance for Customer Satisfaction in the Tourism Industry of Ghana

Author(S): Abukari Majeed*, Adam Abdul-Rasheed, and Cynthia Azochiman Awuni 


The research sought to investigate how management would ensure quality assurance in the tourism industry for customer satisfaction. It has used non-probability sampling technique. Both accidental and purposive samplings were used. It is quite clear that ensuring quality is of great importance to clients and companies as well. The research revealed that when services and products of the industry are of high quality, clients become satisfied as they know they are patronizing the best. It further revealed that the tourism businesses have quality assurance policies which guide employees and management as well in bringing the best of the firms in the industry to their cherished clients. Finally, it was found out that there exist enormous benefits in ensuring quality in the tourism industry. Among the benefits include the following; Increase in growth rate, international recognition, goodwill, increase in customer base, customer satisfaction and retention. The research recommended on the need for management to reward its employees of their hard work, commitment and loyalty shown to the organization. Finally, it recommended that management should make it a policy to conduct customer surveys at least every 3 months to gather inputs that would help enhance value to both clients and management.

Keywords: Tourism industry, Quality, Customer, Assurance, Policy

Corresponding Author Affiliation*: Tamale Technical University, Ghana

Print ISSN: 2616-518X; Online ISSN: 2616-4701

ITHJ follows ISO 9001 management standard.


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