IMPACT OF SERVICE QUALITY ON CUSTOMER RETENTION (THE CASE OF YEJOKA HOTEL IN WOLKITE TOWN)

Abstract

There are many different service quality dimensions workable for retaining customer; the major aim of the researcher paper was the quality of service offered by yejoka hotel. More ever, it try to investigate the impact investigate the impact of service quality on customer retention. The five dimension of LODGING QUALITY INDEX model i.e. (tangibility confidence, responsiveness, communication reliability) a theatrical frame work was used as a guide line to view the impact of service quality dimensions with customer retention. The study employed descriptive research design. Both qualitative and quantitative types of data were used for the purposed of the study. In order to collect primary data structured questionnaires was design and collect through convenience sampling techniques from customers of yejoka hotel and also structured questionnaires were distributed for employed of the hotel by using simple random technique .all 69 structured questionnaires distributed to customers of the hotel completely response were returned from customers and 30 structured questionnaires were fulfill returned from employees of the hotel. More ever, semi structured interview with the hotel of the manager. The researchers used frequency, table, percentage, mean, correlation, and regression to analysis the primary data which is collected through questionnaires’. Finding the need for yejoka hotel manager in wolkkite town an emphasis on the under lining dominions of service quality on confidence, tangibility communication and reliability. The hotel manager reinforces and more focus on tangibility .The study includes conclusion of the data analysis and recommendation to the manger and general stuff of the hotel based on finding.