Service Quality and Customer Satisfaction in Hospitality Industry: The Case of Selected Hotels in Jimma Town, Ethiopia

Seid Ali

Service Quality and Customer Satisfaction in Hospitality Industry: The Case of Selected Hotels in Jimma Town, Ethiopia

Seid Hussen Ali * §

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Shimekit Kelkay Eshetie

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Wondoson Seyoum

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§ Jimma University.

Service Quality and Customer Satisfaction in Hospitality Industry: The Case of Selected Hotels in Jimma Town, Ethiopia

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Abstract

Hospitality is an umbrella term covering a variety of businesses, including restaurants, hotels, resorts and casinos. In a highly competitive hotel industry, individual hoteliers must find ways to make their products and services stand out among the others. The main aim of this study was to investigate service quality and customers satisfactions in hospitality industry: the case of selected hotels in Jimma town in Ethiopia, by applying a modified version of the LODGING QUALITY INDEX model. In line with the objective, descriptive and explorative research methods were employed to analyze the data collected through questionnaire from a sample of 172 respondents and correlation and regression analysis were used to see the cause and effect relationships. The key finding showed that there was a negative gap between actual service and expected service in all dimensions of lodging quality index and significant and positive relationships of five service quality dimensions and customers satisfactions.

References

18 Cites in Article

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CrossRef DOI
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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Seid Hussen Ali, Shimekit Kelkay Eshetie, Wondoson Seyoum. 2016. "Service Quality and Customer Satisfaction in Hospitality Industry: The Case of Selected Hotels in Jimma Town, Ethiopia". Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 16 (GJMBR Volume 16 Issue 33 (E5)).

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GJMBR Volume 16 Issue 33 (E5)

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

and satisfaction Expectations LODGING QUALITY INDEX perceptions service quality

Classification

GJMBR-E Classification JEL Code: M39

M20

Submission ReceivedDecember 16, 2015
Peer Review Double Blind
Handling Editor
Accepted January 2, 2016
Published October 3, 2016

Version of record

v1.2

Issue date

October 3, 2016

Language

English

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Article Matrices

Total Score: 73

Country: Ethiopia

Subject: Global Journal of Management and Business Research - E: Marketing

Authors: Shimekit Kelkay Eshetie, Wondoson Seyoum, Seid Hussen Ali (PhD/Dr. count: 0)

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Publish Date: 2016 09, Wed

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Total Views: 1.4K

Total Downloads: 92

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