An Assessment of Customer Satisfaction with First Level Hotels in Gondar: International Outlook

Abstract

Gondar, due to its historical palaces and churches, has been one of the top tourist destinations in Northern Ethiopia. For that matter, the number of domestic and international tourists visiting the town is increasing from time to time. Looking at this potential of Gondar many people are venturing into the field of hotel business. This study was conducted to assess customer satisfaction with first level hotels in Gondar. The responses of the international tourists were taken for the purpose of analysis. Only the international tourists were approached so as to have a holistic and unbiased analysis of the hotel sector in the town. A total of 352 tourists staying in first class hotels of Gondar were approached for data collection in between 22nd March- 22nd April 2013. However, only 313 questionnaires were completely filled and thus considered for study. It was found that though the staff is hospitable, the hotels are neat and comfortable, the taste of food is good and some services such as credit card facility is available in the hotels still efficiency in service, variety of food items, location of the hotel, the landscaping, spaciousness of rooms and value for money are some burning issues which demand immediate attention by the hoteliers.

Keywords: Customer Satisfaction, Service Quality, Hotels, International Tourists, Importance-Performance Analysis

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