Daniel, Kitaw (Prof.)Wogene, Tesfaye (Mr.) Co-AdviserMaheder, Teka2020-06-172023-11-182020-06-172023-11-182018-03http://etd.aau.edu.et/handle/12345678/21612This 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.en-USService QualityEthiopian Hotel IndustryThesis