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

Woldetsadik Kagnew Abebaw; Berhanu Endeshaw

doi:doi:10.11648/j.sjbm.20180601.13

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

Woldetsadik Kagnew Abebaw, Berhanu Endeshaw

Published in Science Journal of Business and Management (Volume 6, Issue 1)

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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[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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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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TY  - JOUR
T1  - Assessment of Service Quality in the Hotel Industry: Case Study in North Showa Zone of Amhara Regional State, Ethiopia
AU  - Woldetsadik Kagnew Abebaw
AU  - Berhanu Endeshaw
Y1  - 2018/06/21
PY  - 2018
N1  - https://doi.org/10.11648/j.sjbm.20180601.13
DO  - 10.11648/j.sjbm.20180601.13
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 15
EP  - 21
PB  - Science Publishing Group
SN  - 2331-0634
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
IS  - 1
ER  -

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Author Information

Woldetsadik Kagnew Abebaw

Department of Management, Debre Berhan University, Debre Berhan, Ethiopia
Berhanu Endeshaw

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

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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

Copy | Download

@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}
}

Copy | Download

TY  - JOUR
T1  - Assessment of Service Quality in the Hotel Industry: Case Study in North Showa Zone of Amhara Regional State, Ethiopia
AU  - Woldetsadik Kagnew Abebaw
AU  - Berhanu Endeshaw
Y1  - 2018/06/21
PY  - 2018
N1  - https://doi.org/10.11648/j.sjbm.20180601.13
DO  - 10.11648/j.sjbm.20180601.13
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 15
EP  - 21
PB  - Science Publishing Group
SN  - 2331-0634
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
IS  - 1
ER  -

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