Assessment of International Tourists Perceived Service Quality in Tourist Standard Hotels’ Service; In Case of Gondar Town

Abstract

The objective of this paper was assessing service quality and tourists‟ perception in tourists‟ standard hotel in Gondar town, one of the best tourist destinations in Amhara National Regional State & in Ethiopia, where Gondar castle is available. SERVQUAL model with five dimensions were used in developing the hypothesis which was tested based on the data collected. Explanatory research design has been utilized to explain the relationship between tourists‟ standard, hotels‟ service quality &international tourists‟ perception. Primary & secondary data were collected from international tourists, hotel managers &different articles. From the unknown number of tourists who arrived in Gondar, based on Cochran sampling determination technique, eighty five international tourists two hotel managers were taken as a sample. The data collected from the samples were analyzed through descriptive statistical measure& the relationship between service qualities dimensions were analyzed through correlation analysis& regression. The results of the study revealed that tourist perceive the quality of hotels service primarily based on the tangibles. In this dimension, almost all hotels in Gondar lack facilities for children‟s, aged tourists & tourists with disabilities. Limited availability of room amenities, lack of unique features and overall aesthetic qualities, no sufficient conference hall& modern facilities, lack of technological facilities and augmented services, unavailability of sufficient parking space, unavailability of recreational centers, lack of cultural personal‟s grooming, unsatisfactory proficiency in communication skills& inadequacy of training are found to be the basic factors that determine the level of tourists perception & service quality.