Science Journal of Business and Management

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

Received: May 07, 2018    Accepted: May 25, 2018    Published: Jun. 21, 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.

DOI 10.11648/j.sjbm.20180601.13
Published in Science Journal of Business and Management ( Volume 6, Issue 1, February 2018 )
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), 2024. Published by Science Publishing Group

Keywords

Service Quality, Customer Satisfaction, Expectations, Perceptions, SERVQUAL

References
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[8] Glibert, G. R., Veloutsoo, C., Goode, M. M. H., and Moutinho, L. 2004. Measuring Customer Satisfaction in the Fast Food Industry: A Cross Sectional Approach. The Journal of Service Marketing. 18 (5):371-383.
[9] Gro˝nroos, C. 2001. “Guru’s view: the perceived service quality concept – a mistake?”, Managing Service Quality, 11 (3): 150-2.
[10] Han, H., Back, K. & Barrett, B. 2009. ‘Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers’, International Journal of Hospitality Management, 28, pp. 563–572.
[11] Kara, A., kaynak, E. &Kucukemiroglu, O. 1995. Marketing strategies for fast-food restaurants: a customer view, International Journal of Contemporary Hospitality Management, 7 (4):16-22.
[12] Khan, M. (2003), “ECOSERV: ecotourists’ quality expectations”, Annals of Tourism Research, Vol. 30 No. 1, pp. 109-24.
[13] Ladhari, R. 2009. ‘A review of twenty years of SERVQUAL research, International Journal of quality and service sciences, 1 (2): 172-198.
[14] Leedy, P. D. & Ormrod, J. E. 2013. Practical research: planning and design. 10th ed. USA: Pearson Education, Inc. Upper Saddle River, New Jersey.
[15] Lin, R. J., Chen, R. H. and Chiu, K. K. S. 2010. “Customer relationship management and innovation capability: an empirical study”, Industrial Management & Data Systems, 101 (1): 111-33.
[16] Lin, W. 2007. ‘An empirical of service quality model from the viewpoint of management’, Expert Systems with Applications, 32 (364–375).
[17] Lovelock, C. H. (1981), “Why marketing management needs to be different for service”.
[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.
[20] Parasuraman, A., Zeithaml, V. A., Berry, L. L. 1985. A Conceptual Mode of Service Quality and its Implication for Future Research. Journal of Marketing. 49 (4):41-50.
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[22] Perrott, B. E. 2011. Health Service Delivery in Australia: Gaps and Solutions. Journal of General Management, 36 (3):55-66.
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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://download.sciencepg.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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    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

  • Section