Hotel Ratings, Service Quality, Customer Satisfaction and Loyalty: The Perception of Guests at Ethiopian Hotels.

This article explores the relationship amongst hotel ratings, service quality; customer satisfaction and loyalty in the Ethiopian hotel industry, since the prevalence of different rating (grading) systems is confusing customers. Using stratified cluster sampling by which customers were clustered und...

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Bibliographic Details
Published in:	African Journal of Hospitality, Tourism and Leisure
Main Authors:	Orthodox Tefera, Professor Krishna Govender
Format:	Article
Language:	English
Published:	AfricaJournals 2016-07-01
Subjects:	hotel service service satisfaction customer loyalty hotel ratings
Online Access:	http://www.ajhtl.com/uploads/7/1/6/3/7163688/article_28_vol_5__3__final.pdf

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