Assessing service quality of frist level hotels in the city of Gondar.

      Аннотация: The purpose of this book is to assess service quality of first level hotels in the city of Gondar from international tourists’ perspective. Convenience sampling technique was employed to approach the respondents. A total of 352 international tourists from the first level hotels were approached for the data collection period (April 1-30, 2005 E.C). The finding of the study revealed that nine hotel attributes were deemed important by the international tourists who stayed in the first level hotels. However, the performance of the hotels against the nine attributes was low. As a result, international tourists were not satisfied on these attributes. These attributes include value for money, high speed internet,..etc The finding also identified twelve hotel attributes which were rated as important by study participants. The performance of the hotels against these attributes was also good. Hence, international tourists were satisfied on these attributes. The attributes include Variety of drinks, Comfort of bed and mattress,...etc

Ключевые слова: INTERNATIONAL TOURISTS, service quality, Importance-Performance Analysis