Comparative Analysis of Service Quality Based on Customers Perception and Expectation in the case of Hilton Addis Ababa and Sheraton Addis
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Date
2020-01
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A.A.U
Abstract
The objective of this study was to investigate the comparative analysis of Service Quality on the basis of Customers Perception and Expectation in the case of Hilton Addis Ababa and Sheraton Addis.
To achieve this objective, descriptive study design was used to analyze the data collected through questionnaire from a sample of 212 respondents (132 from Hilton and 80 from Sheraton). These respondents were selected using non-probability Quota, Purposive and Convenience sampling methods used for determining Sample size of the research. The data collected through questionnaires were analysed using statistical tools such as mean, standard deviation, Independent Sample t –test, correlation and regression analysis by applying a modified version of LODGING QUALITY INDEX Model. The findings of a survey obtained from the results of 206 questionnaires, the overall service Quality gap scores of Hilton Addis Ababa and Sheraton Addis are positive in every Lodge Quality Index dimension. It implies that all their customers are satisfied. However, Sheraton Addis Hotel scored higher service Quality gap result than Hilton Addis Ababa in all dimensions except communication. The research paper was also identifying the significance difference between customer expectations and perceptions of
Description
A Thesis Submitted to College of Business and Economics Department of Management, Addis Ababa University, in Partial Fulfillment of the Requirements for the Degree of Masters of Science in Management.
(Total Quality Management and Organizational Excellence)
Keywords
Customer Expectation, Customer Perception, Service Quality