Abstract

The main aim of this study was to assess service quality and customer satisfaction in Jinka town selected hotels, resort and lodges by applying service quality dimensions of tangibility, reliability, responsiveness, confidence and communication. Descriptive statistics (mean score and standard deviation) were used to examine the customers’ perceptions of each service quality dimensions with respect to the selected hospitality service providers and current status of customer satisfaction. The highest mean score was observed from tangibility dimension whereas the least performance was obtained from the mean score of communication dimension. Correlation and regression analysis were used to see the relationship between dependent and independent variables as well as to investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of service quality dimensions of tangibility, reliability and communication on customer satisfaction and selected hotel, resort and lodge guests status of satisfaction shows that they were slightly or satisfied to some extent with the overall services. The confidence and responsiveness dimension of service quality dimension did not significantly affect guests’ satisfaction. Though, it is not statistically significant, hotelier simply cannot ignore the importance of confidence and responsiveness because literatures supported that they are crucial indicators of customer satisfaction.

Authors

Tenaw Mulugojam Admassu, Yeshitila Alamir Legesse, Haile Shitahun Mengistie, Andualem Walelign Lale
Jinka University, Ethiopia

Keywords

Hospitality Service, Service Quality, Customer Satisfaction, Lodging Quality Index