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

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.