THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF FOUR STAR HOTELS IN ADDIS ABABA, ETHIOPIA

Abstract

The concern of this research is assessing the effect of hotel service quality on customer satisfaction: the case of four star hotels in Addis, Ethiopia based on the SERVEQUAL model with seven service dimensions. The study used descriptive and explanatory research design that employee quantitative method. The 384 data were collected by using questionnaire. The respondents were identified by using convenient sampling method. The study used SPSS to reveal that, the four which are reliability, tangibility, hotel service product quality and the price of hotel service dimensions are positively significant to the customers satisfaction whereas responsiveness, assurance and empathy service dimensions are insignificant to the customer satisfaction analyzed by multiple linear regression model as well as the seven service dimensions have positive correlation with the customer satisfaction. To sum up with the customer satisfaction can be satisfied with having employees with cognitive, affective and psychomotor domains together with assuring the investments with required equipment and capitals additionally the system aligned with connecting professionals to the industry.