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

CITATION

Eshetie, S.K., Seyoum, W. & Ali, S.H. (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, 16(5), 950-958

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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.


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