Mitiku, Meskerem (PhD)Tafesse, Worknesh2021-07-292023-11-042021-07-292023-11-042021-06http://etd.aau.edu.et/handle/123456789/27486Quality Service in hotel industry is crucial for developing brand values and increasing the customer base. Every reputed hotel should strive to not only conduct proper presentation and improvement of quality services but also exceed customer expectations. The purpose of this research paper is to assess the service quality and customers’ satisfaction at Haile Hospitality Group. The research paper focuses on quality service which is one of the customers’ satisfaction parameters. It also helps the Hotel chain to improve its services for at most customers’ satisfaction. The study used both qualitative and quantitative data. Explanatory research design was employed where data were collected from 100 customers conveniently. Questionnaire was the main instrument of data collection. Both descriptive and inferential statistics were employed to analyze the data. The research conclude that in the hotel service quality determines the satisfaction level of customers where the hotel are expected to make continuous customer satisfaction survey and assessment to compete in the market and understand the need of customers majorlyenService quality, customer satisfaction Haile hospitality GroupsThesis