This research paper was conducted on Assessment of customer satisfaction on cooperative bank of Oromia, wolkite branch.

Abstract

The study was conducted on Yejoka hotel in wolkite town, South of Ethiopia; the distance between Addis Ababa to wolkite is 192km by road. The main reason that initiates the researcher is to conduct the study was, to assess service quality delivery and to support possible solution. Since Service quality is fundamental marketing concept for every organization. The general objective of this study was to assess service quality delivery in case of Yejoka hotel in Wolkite town. it is more significant for Yejoka hotel to know and identify service gap in each dimension and focus their attention resource on those dimensions to provide quality of service. The design of study was descriptive in nature. The primary data was used in this study. Since the total population of customers is unknown the researcher was use convenience techniques for the study .conveniently conducted on 80 customers and 53 employees’ .Open and closed questions were prepared for customers and closed questions were employees. After calculated and analyzed by scientific calculator. Based on the above table most of customers (69%) visited the hotel weekly.74% of the customers used recreational service of the hotel. And 74% of the customers are satisfied by the service and the content on the menu provided by the hotel.56% of customers responded as they are satisfied by the service of the hotel and 81% think as the hotel provide all services in the industry and graded the quality service as they expected(44%). In the contrary 63% of the customers are not familiar with all services provided by the hotel. Even though that the provision of hotel services are good but its full services are not familiar by 63% of its customers this shows that the management of the hotel shall plan to advertise its all services and additional packages provided by the hotel in order to maximize the satisfaction of their customers and its competency which helps to get competitive advantage from the market in return it is helpful to maximize profit. As recommendation the hotel manager ,should increase physical facility, give more training for employees regards service quality and prompt service delivery that fill customer expectation. Finally should increase its employee knowledge and courtesy toward customers.