Guest Satisfaction at Commercial Hospitality Training Facilities in South Africa
Hospitality training facilities are the laboratories in which students are exposed to experiential learning in real environments. These establishments aim to produce employable graduates and generate revenue to ensure financial sustainability. Despite the importance of service excellence in hospital...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
AfricaJournals
2023-12-01
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| Series: | African Journal of Hospitality, Tourism and Leisure |
| Subjects: | |
| Online Access: | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_4_12_5se_1683-1692.pdf |
| _version_ | 1797303557952634880 |
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| author | Gerald Hamadziripi Tracy Daniels |
| author_facet | Gerald Hamadziripi Tracy Daniels |
| author_sort | Gerald Hamadziripi |
| collection | DOAJ |
| description | Hospitality training facilities are the laboratories in which students are exposed to experiential learning in real environments. These establishments aim to produce employable graduates and generate revenue to ensure financial sustainability. Despite the importance of service excellence in hospitality training facilities, this has not been effectively measured by existing studies. The study sought to determine guest profiles and satisfaction levels at these establishments. The methodology implemented was quantitative, surveying 300 guests at commercial establishments at two hospitality training facilities in South Africa. Data analysis was conducted using Statistical Package for the Social Sciences. The findings revealed that training facilities are frequently patronised by a youthful market who are educated, either work or study at the facility and visit mainly for meetings or business events. Significantly, the study found that most guests did not experience high levels of satisfaction, revealing gaps in the products and services delivered to them. The most important factors that influenced this were responsiveness, reliability, tangibility, empathy and assurance. These low levels of satisfaction should be addressed through improvements in service delivery and product quality. The results of the study provide valuable insights in ensuring the future success of hospitality training facilities and the effective training of future employees. |
| first_indexed | 2024-03-07T23:54:31Z |
| format | Article |
| id | doaj.art-fbea379468214bcc8dd69172d7855e8d |
| institution | Directory Open Access Journal |
| issn | 2223-814X |
| language | English |
| last_indexed | 2024-03-07T23:54:31Z |
| publishDate | 2023-12-01 |
| publisher | AfricaJournals |
| record_format | Article |
| series | African Journal of Hospitality, Tourism and Leisure |
| spelling | doaj.art-fbea379468214bcc8dd69172d7855e8d2024-02-18T14:21:33ZengAfricaJournalsAfrican Journal of Hospitality, Tourism and Leisure2223-814X2023-12-0112516831692https://doi.org/10.46222/ajhtl.19770720.458Guest Satisfaction at Commercial Hospitality Training Facilities in South AfricaGerald Hamadziripi0Tracy Daniels1https://orcid.org/0000-0002-8854-8227School of Tourism and Hospitality, College of Business and Economics,University of JohannesburgSchool of Tourism and Hospitality, College of Business and Economics, University of JohannesburgHospitality training facilities are the laboratories in which students are exposed to experiential learning in real environments. These establishments aim to produce employable graduates and generate revenue to ensure financial sustainability. Despite the importance of service excellence in hospitality training facilities, this has not been effectively measured by existing studies. The study sought to determine guest profiles and satisfaction levels at these establishments. The methodology implemented was quantitative, surveying 300 guests at commercial establishments at two hospitality training facilities in South Africa. Data analysis was conducted using Statistical Package for the Social Sciences. The findings revealed that training facilities are frequently patronised by a youthful market who are educated, either work or study at the facility and visit mainly for meetings or business events. Significantly, the study found that most guests did not experience high levels of satisfaction, revealing gaps in the products and services delivered to them. The most important factors that influenced this were responsiveness, reliability, tangibility, empathy and assurance. These low levels of satisfaction should be addressed through improvements in service delivery and product quality. The results of the study provide valuable insights in ensuring the future success of hospitality training facilities and the effective training of future employees.https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_4_12_5se_1683-1692.pdfhospitality trainingguest satisfactioncommercial training facilities |
| spellingShingle | Gerald Hamadziripi Tracy Daniels Guest Satisfaction at Commercial Hospitality Training Facilities in South Africa African Journal of Hospitality, Tourism and Leisure hospitality training guest satisfaction commercial training facilities |
| title | Guest Satisfaction at Commercial Hospitality Training Facilities in South Africa |
| title_full | Guest Satisfaction at Commercial Hospitality Training Facilities in South Africa |
| title_fullStr | Guest Satisfaction at Commercial Hospitality Training Facilities in South Africa |
| title_full_unstemmed | Guest Satisfaction at Commercial Hospitality Training Facilities in South Africa |
| title_short | Guest Satisfaction at Commercial Hospitality Training Facilities in South Africa |
| title_sort | guest satisfaction at commercial hospitality training facilities in south africa |
| topic | hospitality training guest satisfaction commercial training facilities |
| url | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_4_12_5se_1683-1692.pdf |
| work_keys_str_mv | AT geraldhamadziripi guestsatisfactionatcommercialhospitalitytrainingfacilitiesinsouthafrica AT tracydaniels guestsatisfactionatcommercialhospitalitytrainingfacilitiesinsouthafrica |