Service quality and customer satisfaction on hotels in Gondar : Customer's role in hotel development

Abstract

The service sector is the tertiary sector that is found to be progressive in a country’s economy, it has the ability to generate job opportunities especially in developing countries. Due to rapid technological change, nowadays the demand in the hospitality sector is increasing. An organization that offers a service or a product, big or small cannot exist without a customer. The thesis is written on the significance of service quality and value of customers in the hotel business and service sector.

The theory part of the thesis addresses service quality, corporate culture, customer measurement and customer satisfaction. A survey based on the satisfaction level and quality of service was conducted on the customers of the case hotels. These hotels are Goha Hotel, Florida International hotel, Haile Resort hotel, and Inn of the Four sisters’ hotel located in Ethiopia’s most touristic city Gondar. Gon-dar is a city situated in the northern part of Ethiopia. The research was based on practical research. A quantitative research method was implemented. A close ended questionnaire was distributed to the customers of the case hotels. The data conclusion was written according to the results. More data was collected from trip advisor.com and booking.com as a supplementary. The findings will highlight the reasons behind customer satisfaction and dissatisfaction, suggestions on better strategic customer approach and communication.