Assessing Employee Education and Training Factors in Customer Satisfaction of The South African Hospitality Industry

Implementing employee education and training in the hospitality industry is essential for increasing customer satisfaction in South Africa and other developing countries. This study assesses employee education and training factors in customer satisfaction in the South African hospitality industry. Structured questionnaires were distributed through random sampling techniques to 300 participants involved in the hospitality industry within Gauteng province in South Africa to collect data on employee education and training factors in customer satisfaction in the South African hospitality industry, out of which 260 were retrieved. Data collected through the questionnaire were computed using a descriptive statistical approach. Using a statistical data equation, a valid mean item score was determined in the study. The result of the survey indicated that trainers should be qualified, training programs meet training needs, reliable personnel, trainers should be knowledgeable, safety of personnel, adequate workforce, and training personnel on customer satisfaction were some of the highest employee education and training factors in customer satisfaction in the South African hospitality industry. The study suggests that to enhance customer satisfaction in the South African hospitality industry, there should be continuing training and re-training of employees. The study concluded that hospitality industry stakeholders should provide a job manual that can guide employees to understand better what is expected of them in meeting customer needs within their work organisation.