Browsing by Author "Mekonnen Getahun"

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    Service Quality in Addis Ababa Restaurants Vis-a-vis Price (Cases from Arada, Gulelle.and Kirkos Sub- Cities)
    (A.A.U, 2008-06) Mekonnen Getahun; Murthy Krishna
    Perceived service quality as measured by five dimensions of service quality and price IS the central point of discu ssion in- this study. The mqUlry was to scrutinize a gap between customers' service quality expectation s and cu stomers' service quality perceptions (experience). Customer survey was conducted by administering a questionna ire designed by incorporating the five dimensions of SERVQUAL and price. The five dimensions of service qua lity are accepted by Customers . The most favored dimension of the five is tangibles. Responsiveness and empathy are the second favored dimensions by cu stomers. Reliability and assurance follow being the third and fourth . However, resta u rants are not performing well with respect to empathy, tangibles, reliability. A slightly equal proportion of respondents stood in opposite directions with respect to price as an indicator of service quality
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    Service Quality in Addis Ababa Restaurants Vis-a-Vis Price; cases from Arada, Gulelle, and Kirkos Sub-Cities'
    (A.A.U, 2008-06) Mekonnen Getahun; G.Murthy Krishna
    Perceived service quality as measured by five dimensions of service quality and price IS the central point of discussion in this study. The Inquiry was to scrutinize a gap between customers' service quality expectation s and customers ' service quality perceptions (experience). Customer survey was conducted by administering a questionnaire designed by incorporating the five dimensions of SERVQUAL and price. The five dimensions of service quality are accepted by customers. The most favored dimension of the five is tangibles. Responsiveness and Empathy are the second favored dimensions by customers. Reliability and assurance follow being the third and fourth . However, restaurants are not performing well with respect to empathy, tangibles, reliability. A slightly equal proportion of respondents stood in opposite directions with respect to price as an indicator of service quality.