Service Quality and Customer Satisfaction in Hotel Industry: The Case of Three Star Hotels in Addis Ababa, Ethiopia
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Date
2015-06
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Addis Ababa University
Abstract
As the number of arrivals of international tourists gradually increases in Ethiopia, the service quality asserted by the Addis Ababa hotel need to be studied. The main objective of this research is to evaluate the service quality and customer satisfaction of three star hotels in Addis Ababa from the point of view of expectations of the service quality and perceptions of the service delivered by the three star hotels in Addis Ababa. To achieve this objective, descriptive study design were used to analyze the data collected through questionnaire from a sample of 300 international and local guests. These respondents were selected using simple random sampling method and hotels were selected purposively. The data collected through a questionnaire were analyzed using statistical tools such as mean, standard deviation, correlation and regression analysis by applying a modified version of the LQI (LODGING QUALITY INDEX) model comparisons between domestic hotel guests and hotel guests from various international countries were undertaken. The major finding of the study indicates, the hotel guests’ perceptions of service quality provided by the hotel industry were lower than their expectations, The lowest expectations and perceptions were given by Ethiopian guests towards the hotels in Ethiopia and Between domestic hotel guests and hotel guests from International countries the overall customer satisfaction levels towards the hotel stay is not satisfactory. Based on the findings of the study, the researcher recommended that The top management needs to improve quality services so as to satisfy customer’s needs and should hire self-motivated, enthusiastic employees who will like to deal with customer and will try to solve customer complaints and other issues in an effective manner, should provide continuous training to the employees on issues like Responsiveness, Confidence and communication skills while dealing with customers is of immense importance.
Key words: Customer Expectation, Customer Perception, Customer Satisfaction, lodging quality index, Service quality dimension, Service quality.
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Keywords
Customer Expectation, Customer Perception, Customer Satisfaction, lodging quality index, Service quality dimension, Service quality