ASSESSING SERVICE QUALITY OF STAR RATED RESORT AND SPAS USING IPA

In a parallel to the increasing movement of people, the hospitality industry, now days, has become a big business worldwide. Considering the competitive environment thereof, there is a need for service providers to plan strategies that will differentiate them from others. This can be achieved through the delivery of superior service quality. Provided that, this book has gone someway to comprehend the service quality of star rated resort and spas in Ethiopia's Bishoftu, a town endowed with breathtaking natural resources, using Importance-Performance analysis technique.

Autorentext

Mr. Asfaw Kitaw Haile has been serving on different positions at Addis Ababa City Government since 2018. He has been a hospitality industry practitioner, and served as a General Manager of Kuriftu Resort and Spa. Mr. Asfaw earned MA degree in International Marketing from Bahir Dar University, and BA in Tourism Management from University of Gondar.