Browsing by Author "Asrat, Meaza"

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    The Effect of Training Process on Promoting Quality of Hotel Service: The Case of Hilton Addis Hotel
    (Addis Ababa University, 2015-05) Asrat, Meaza; Bekalu, wubeshet (PhD)
    The purpose of this study was to examine and describe the effect of training process on promoting quality of hotel service. The study has important managerial implication for the company on how to promote the quality of service by providing effective training according to service quality dimensions. The study used mixed research approach. Employee in the service giving departments and customers who used accommodation was the target population of the study. Employees were selected on random sampling, department heads were chosen on purposive sampling while customers of the hotel were selected using convenient sampling method. Primary source of data for the study were questionnaire and interview while secondary data were books, journals and company documents like training manual and SALT survey. In conducting the study, 186 questioners were interpreted which were filled by employees in order to assess training PROCESS of the organization and how it affected their service delivery .In addition to that 108 questioners were analyzed which were collected from customers of Hilton Hotel to assess service quality. The study used document analysis, descriptive statistics and inferential statistics to analyze the collected data. The finding indicated that training program did not apply appropriate TNA method, suitable training and evaluation methods which affected the service quality. Finally, Hilton hotel were recommended to correct training need assessment methods, implementation and evaluation in order to maximize quality of service