Service Quality and Hotel’s Customer Satisfaction: An Empirical Evidence from Ethiopia

The objective of this study is to investigate the impact of service quality on customer satisfaction in the hotel industry of Ethiopia. The research utilizes the SERVQUAL model as a theoretical framework. Data was collected from 130 hotel guests using a snowball sampling technique and a self-administered questionnaire. Analysis methods included descriptive statistics, frequency, Pearson correlation, and multiple regression analysis. The findings revealed that out of the five SERVQUAL dimensions, three—Tangibles, Responsiveness, and Empathy—had a high significant impact on customer satisfaction in the Ethiopian hotel industry