Foreign Customer Satisfaction in Ethiopian Five Star Hotels Sheraton Addis, Hilton and Intercontinental Hotels

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Addis Ababa University


The aim of this study is to determine the level of satisfaction of foreign customers on the service quality provided by five star hotels (Sheraton Addis, Hilton, and Intercontinental Hotels) in Ethiopia. Quantitative research method with descriptive method of analysis is employed to undertake the study. Demanded data was collected from foreign customers of the five star Ethiopian hotels which are selected randomly in their staying. Data quality and reliability of the study has been estimated and analyzed using both descriptive and inferences statistics via SPSS. Service quality model was used with its five dimensions of service quality tangibility, reliability, responsiveness, assurance, and empathy to estimate the level of foreign customers’ expectation and perception of the hotels services. Questionnaires are designed in based on Likert scale developed from previous research models. The main findings are that of foreign customers are not satisfied by the services of the hotels, more over all services quality dimensions created a gap in their expectation and perception of guests. Hoteliers should understand the guests’ expectations and standardize relevant services, periodically evaluate service quality and they should not exaggerated advertisements to increase the foreign customers’ expectations



Customer Satisfaction