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Assessment of Service Quality in the Hotel Industry: Case Study in North Showa Zone of Amhara Regional State, Ethiopia

Received: 7 May 2018     Accepted: 25 May 2018     Published: 21 June 2018
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Abstract

The objective is to investigate the effects of service quality on customer satisfaction. Convenience sampling method been utilized to collect data from 27 hotels at six towns found in the Administration zone. The results from the different dimensions show that averagely the expectations lies above the perceptions line that indicates there is a gap between expectations and perceptions which resulted with the customers are not fully satisfied on the service quality. There are gaps between expectations and perceptions. The service quality delivered did not fully meet the expectations. The finding shows that the top four major quality dimension gaps are shown on: staff dressed well, employees who understand the need of their customers, feel safe in receiving service, and staff willing to help customers. Priorities and high attention have to be given for dimensions outlined in the findings above.

Published in Science Journal of Business and Management (Volume 6, Issue 1)
DOI 10.11648/j.sjbm.20180601.13
Page(s) 15-21
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2018. Published by Science Publishing Group

Keywords

Service Quality, Customer Satisfaction, Expectations, Perceptions, SERVQUAL

References
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[9] Gro˝nroos, C. 2001. “Guru’s view: the perceived service quality concept – a mistake?”, Managing Service Quality, 11 (3): 150-2.
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[18] Markovic, S. (2006), “Expected service quality measurement in tourism higher education”, Nase Gospodarstvo, Vol. 52 Nos 1/2, pp. 86-95.
[19] Narangajavana, Yeamdao, Hu, Bo (2008). 'The Relationship Between the Hotel Rating System, Service Quality Improvement, and Hotel Performance Changes: A Canonical Analysis of Hotels in Thailand', Journal of Quality Assurance in Hospitality & Tourism, 9 (1): 34-56.
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Cite This Article
  • APA Style

    Woldetsadik Kagnew Abebaw, Berhanu Endeshaw. (2018). Assessment of Service Quality in the Hotel Industry: Case Study in North Showa Zone of Amhara Regional State, Ethiopia. Science Journal of Business and Management, 6(1), 15-21. https://doi.org/10.11648/j.sjbm.20180601.13

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    ACS Style

    Woldetsadik Kagnew Abebaw; Berhanu Endeshaw. Assessment of Service Quality in the Hotel Industry: Case Study in North Showa Zone of Amhara Regional State, Ethiopia. Sci. J. Bus. Manag. 2018, 6(1), 15-21. doi: 10.11648/j.sjbm.20180601.13

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    AMA Style

    Woldetsadik Kagnew Abebaw, Berhanu Endeshaw. Assessment of Service Quality in the Hotel Industry: Case Study in North Showa Zone of Amhara Regional State, Ethiopia. Sci J Bus Manag. 2018;6(1):15-21. doi: 10.11648/j.sjbm.20180601.13

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  • @article{10.11648/j.sjbm.20180601.13,
      author = {Woldetsadik Kagnew Abebaw and Berhanu Endeshaw},
      title = {Assessment of Service Quality in the Hotel Industry: Case Study in North Showa Zone of Amhara Regional State, Ethiopia},
      journal = {Science Journal of Business and Management},
      volume = {6},
      number = {1},
      pages = {15-21},
      doi = {10.11648/j.sjbm.20180601.13},
      url = {https://doi.org/10.11648/j.sjbm.20180601.13},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20180601.13},
      abstract = {The objective is to investigate the effects of service quality on customer satisfaction. Convenience sampling method been utilized to collect data from 27 hotels at six towns found in the Administration zone. The results from the different dimensions show that averagely the expectations lies above the perceptions line that indicates there is a gap between expectations and perceptions which resulted with the customers are not fully satisfied on the service quality. There are gaps between expectations and perceptions. The service quality delivered did not fully meet the expectations. The finding shows that the top four major quality dimension gaps are shown on: staff dressed well, employees who understand the need of their customers, feel safe in receiving service, and staff willing to help customers. Priorities and high attention have to be given for dimensions outlined in the findings above.},
     year = {2018}
    }
    

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    AU  - Woldetsadik Kagnew Abebaw
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    T2  - Science Journal of Business and Management
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    JO  - Science Journal of Business and Management
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    UR  - https://doi.org/10.11648/j.sjbm.20180601.13
    AB  - The objective is to investigate the effects of service quality on customer satisfaction. Convenience sampling method been utilized to collect data from 27 hotels at six towns found in the Administration zone. The results from the different dimensions show that averagely the expectations lies above the perceptions line that indicates there is a gap between expectations and perceptions which resulted with the customers are not fully satisfied on the service quality. There are gaps between expectations and perceptions. The service quality delivered did not fully meet the expectations. The finding shows that the top four major quality dimension gaps are shown on: staff dressed well, employees who understand the need of their customers, feel safe in receiving service, and staff willing to help customers. Priorities and high attention have to be given for dimensions outlined in the findings above.
    VL  - 6
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Author Information
  • Department of Management, Debre Berhan University, Debre Berhan, Ethiopia

  • Department of Management, Debre Berhan University, Debre Berhan, Ethiopia

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