TOURISM AND HOTEL MANAGEMENT
Permanent URI for this collectionhttps://repository.mu.edu.et/handle/123456789/563
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Item Comparative analysis of Customer Service Provision in selected hotels in Mekelle, Tigrai, Ethiopia; cases of Axum and Planet hotels(Mekelle University, 2025-01-28) Abraham Seged KahsayThis research conducts a comparative analysis of service provision at two star-rated hotels in Mekelle, namely Axum and Planet Hotels. The study is motivated by the rapid growth of the hospitality industry in Ethiopia, contrasted with persistent inconsistencies in service quality that affect guest satisfaction. The primary objective is to assess the service provision and identify factors influencing service delivery in both hotels. Utilizing a mixed-method approach, the research combines quantitative data from a sample of 200 respondents, alongside qualitative insights from semi-structured interviews with department heads and relevant stakeholders. The findings reveal significant disparities in service quality, primarily due to differences in staff training and operational practices.While Planet Hotel has implemented structured training initiatives, Axum Hotel faces challenges in maintaining consistent service delivery owing to inadequate ongoing staff development. Moreover, both hotels lack effective systems for collecting and responding to guest feedback, inhibiting their ability to adapt to customer needs. The research highlights the critical role of service quality in fostering customer satisfaction and operational effectiveness within the hospitality sector. Recommendations for improvement include enhancing staff training, establishing robust feedback mechanisms, and developing unique value propositions to differentiate both hotels in a competitive market. This study serves as a benchmark for other establishments in Mekelle and contributes to the broader discourse on the significance of quality service in economic development and cultural exchange