Bed and Bath Linen Policy by Ghana Tourism Authority and Customer Satisfaction in Star-rated Hotels in Upper East Region of Ghana

Policies are dynamic and sensitive to change circumstances. The study aimed to evaluate GTA's current bed and bath linen management policies in the Upper East Region of Ghana and propose policy improvements. Likewise, the linen management policies were tested to determine their effect on guest satisfaction. A descriptive cross-sectional survey design was employed using quantitative and qualitative approaches. The sample size was 53 participants (52 hotel employees and a director, GTA) from 24 star-rated hotels. The data collected was done through a structured questionnaire and a semi-structured interview. Means and standard deviation were the descriptive statistics, while multiple linear regression was used for the inferential statistics. The hypothesis was tested at a 5% level of significance. The results were that GTA had policy guidance for bed and bath linen, which hotels adhered to for guests' satisfaction. The tested hypothesis showed that bed and bath linen significantly predicted guest satisfaction (R=0.664, R2 = 0.448, F= 3.826, p=0.001). The predictor was about 44.8% variation in guest satisfaction. Policy improvements were proposed for GTA to be specific with par level for bed and bath linen in hotel operations. Also, the degree of cleanliness of the linen should be spelled out. The study recommended that irrespective of the hotel type, GTA policy regulations should be followed.