Guests’ perceptions of official hotel rating system dimensions in star-rated hotels in Malawi

Abstract

The purpose of this study was to establish guests’ perceptions of official hotel rating system dimensions in star-rated hotels in Malawi. Using a descriptive research design, this study focused on 11 star-rated hotels located in Lilongwe and Blantyre, Malawi. 203 hotel guests participated in the study. Survey questionnaires based on a modified performance-only approach were used to collect data and analysed using SPSS 23.0. The findings indicate that hotel guests had high perceptions of most aspects of the two dimensions of official rating system, namely, basic registration standard and grading standard. Some of the dimensions’ aspects that registered high guest perceptions include staff skills and rapport, safety and security, bedroom structure, guestroom essentials, décor and ambience, and hotel’s structural features. From the managerial perspective, the study suggests that it is crucial for star rated hotels to dedicate adequate time and resources to ensure that both physical facilities and service elements entrenched in the hotel rating system dimensions are highly and constantly maintained or upgraded in order to give the customers a sustained level of confidence in the hotels’ service experience and ultimately make them more satisfied.