Abstract: “The quality of service operations can be measured by waiting time because of its impact on customer’s perception of service efficiency and operational capabilities. Hotels and restaurants are broadly rated based on their facilities and quality of cuisine respectively. This study assesses the quality of service of the hospitality industry (hotels and restaurants) using waiting time as a proxy. It explores how service quality relates to star ratings. The study is based on data from 149 restaurants and 116 hotels in Ghana. It is concluded that there is no correlation between the star rating of hotels and restaurants and the service quality measured in terms of waiting times.”

Keywords: waiting time, service quality, business rating, customer satisfaction