Service expectations and perceptions of guests at Ethiopian Hotels.
Determining customers’ (guests’) perception of service quality and ensuring that service delivery ‘gaps’ are addressed is critical to ensuring the success of hotels and tourist establishments. This article aims at determining the ‘gap’ between the hotels customers’ expectations (E) and perceptions (...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
AfricaJournals
2017-01-01
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| Series: | African Journal of Hospitality, Tourism and Leisure |
| Subjects: | |
| Online Access: | http://www.ajhtl.com/uploads/7/1/6/3/7163688/article_25_vol_6__1__2017.pdf |