ASSESSMENT OF CUSTOMERS PERCEPTION AND SATISFACTION: (CASE OF YEJOKA HOTALE IN WOLKITE)

Abstract

The objective of this study is to assess customer perception and satisfaction level in yejoka hotel in wolkite town and the specific objectives of this study are to assess the customer perception of service quality towards price, to know the measurements to enhance customer satisfaction and to know the factors that affect customer perception and satisfaction in yejoka hotel. The assessment was made by using primary and secondary data gathering tools. The primary data was collected from questionnaires and interview and the secondary data was gather from articles wrote by authors, Journals, and published books that are related with the research. The researcher was select 40 respondents by using non probability sampling because the population is unknown. From non-probability sampling the researcher was selected convenience sampling technique. The research would analyze the data by using descriptive analysis tools, such as table and Percentage. Finally the researcher develop conclusion that were the customers agree on the fairness of the hotel as a result of good reception and better food and beverage, however the customers perceived the price of the hotel services is very high, this led them to fear to use services in the hotel, Price has a great impact of customer preference and perception to increase or decrease the frequency of usages and experiences and the hotel deliver special services and treatments for its customers and finally the researcher draws recommendation that Peoples as a nature seeks new opportunity and special offers to their lives, within this the hotel can use it as a competitive advantage with other competitors. In addition that the hotel has to keep its promises to satisfy its customers because it increases the trustworthiness from customer point of view