Service Quality and Customer Satisfaction in the CASE of Seleted Hotels in Addis Ababa Ethiopia

摘要

本论文以三家埃塞俄比亚五星级酒店（在亚的斯亚贝巴的Radisson Blu Hotel，CapitalHotel&Spa和GoldenTulip）对国际客户的服务能力为研究对象，以确定外国客户对酒店服务水平的满意程度。论文采用定量分析方法中的描述性分析方法进行研究。首先，通过随机收集入住以上五星级酒店的国外客户的数据，采用SPSS软件的描述性和推断性分析模块对收集数据的质量和可靠性进行了估计和分析。其次，建立了酒店客户服务质量的五维度模型，即从服务质量的可视性、可靠性、响应性、（服务）保证和同情五个维度来评估外国顾客对服务的期望水平和服务感受。再次，设计基于客户服务质量的Likert尺度量表。最后，论文研究发现，外国客户对酒店服务不满意主要是因为客户服务质量在多维度上存在顾客期待和感受的差距。管理启示是，酒店经营者应了解客人的期望，规范相关服务。并且，酒店经营者应采用定期评估服务质量、不夸大广告的效应等手段增加国外客户的期望。

目录

声明

ABSTRACT

摘要

ACKNOWLEDGEMENT

TABLE OF CONTENTS

LIST OF TABLES

LIST OF ACRONYMS

CHAPTER ONE INTRODUCTION

1．1 Background of the study

1．2 Statement of the Problem

1．3 Objectives of the study

1．3．1 General objective of the study is

1．3．2 The specific objectives of the study

1．4 Scope of the study

1．5 Significance of the research

CHAPTER TWO LITRATURE REVIEW

2．1 Definition of services

2．2 Operational definitions

2．3 Services quality

2．4 The customer’s perspective of service quality

2．5 Service features

2．6 Customer

2．8 Customer satisfaction

2．9 Servqual model

CHAPTER THREE：RESEARCH METHEDOLOGY

3．1 Research design

3．2 Ethical consideration

3．3 The study population

3．4 Sampling size

3．5 Data sources

3．6 Methods of data collection and procedure

3．7 Data analysis

3．8 Measurement scales

3．9 Reliability estimation of the questionnaire

3．10 Validity estimation of the questionnaire

CHAPTER FOUR：DATA ANALYSIS

4．2．Analysis of demographic information

4．3．Analysis the data based on the five dimensional Servqual model

4．3．1．Tangibles

4．3．2．Reliability

4．3．3．Responsiveness

4．3．4．Assurance

4．3．5 Empathy

4．4．Analysis of the research questions in the studied hotels

4．5 Services quality and existing gaps of the studied hotels

4．6．Discussion and interpretation of open-ended questions

CHAPTER FIVE FINDING CONCLUSION AND RECOMMENDATION

5．1 Findings

5．2 Conclusions

5．3 Recommendations

LIST OF REFERENCES

APPENDIX