Improvement of Service Quality in Ethiopian Hotel Industry
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Date
2018-03
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Addis Ababa University
Abstract
This research aims to study the service quality management system in hotels in Addis Ababa. The
reasons for doing this research are the growth of the hotel business, the increase of flow of tourists,
and the increase of economic importance of the sector, which in turn requires the sector to give a
competitive, and standard service quality. The major questions to be addressed are the quality
management system of hotels, major problems in the hospitality industry methods to apply to
improve the service quality. To find the answers the researcher selected 17 star hotels from 2-stars
located in Addis Ababa. The researcher distributed questionnaires that focus on service quality
management system in the selected hotels. The researcher found out that there is lack of service
quality management, evaluation and monitoring system. Also, the hotels don’t have system to trace
the service quality problems and complaints placed by customers to solve them and make
improvement in their quality management system. The findings were that there are problems with
having proper quality methodology management systems that the employees are fully aware of,
fully trained on, and having the full capacity to implement them. The implications of these results
for the hotel sectors are to know the roots of the service quality problems in the hotel sector, they
will help hotels to know on which problems to focus on and improve their quality management
systems based on the findings and achieve a better customer satisfaction.
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Keywords
Service Quality, Ethiopian Hotel Industry