Research
Service Quality and Customer Satisfaction in Hospitality Industry: The Case of Selected Hotels in Jimma Town, Ethiopia
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.
The Influence of Customer Relationship Marketing on Customer Loyalty (Case of selected CBE,inJimma Zone)
These days a significant number of research works have been carried out on various issues relating to customer relationship management. However, limited empirical studies on market orientation and performance have been established in banking sector of Ethiopia. In an effort to contribute to the existing customer relationship marketing works, a study of selected Commercial Bank of Ethiopia in Jimma Zone was conducted. A framework of customer relationship marketing was designed to guide the study and quantitative research techniques and semi-structured questionnaire were designed. In order to collect primary data, a self-completed questionnaire was designed and distributed to the customers of the banks. For the purpose of analysis, SPSS 20.0 version was used to carry out descriptive statistics and correlation analysis. Additionally, regression analysis was carried out to examine the influence or contribution of independent variables.
