Assessing Service Quality of Star Rated Resort and Spas In The City of Bishoftu Using Import Ance- Performance Analysis (Ipa): A Perspective From International Tourists.

Asfaw Kitaw

dc.contributor.author	Asfaw Kitaw
dc.date.accessioned	2021-02-08T06:21:28Z
dc.date.available	2021-02-08T06:21:28Z
dc.date.issued	2021-10
dc.identifier.uri	http://ir.bdu.edu.et/handle/123456789/11856
dc.description.abstract	The purpose of this study was to assess service quality of Star Rated Resorts and Spas in the city of Bishoftu from international tourists' perspective. Convenience sampling technique was employed to approach the respondents. A total of 165 international tourists from the. star rated resorts and spas were approachedfor the data collection period (January l-Marcn 30, 2017). The finding of the study revealed that twelve resorts and spas attributes were deemed important by the international tourists who stayed in the star rated resorts and spas. However, the performance of the resorts and spas against the twelve attributes was low. As a result, international tourists were not satisfied on these attributes. The finding also identified ten Resort attributes which were rated as important by study participants. The performance of the resort against these attributes was also good. Hence, international tourists were satisfied on these attributes. These attributes include Timeliness of the resort and spas staff, Offering of previously arranged services from the first meeting and onwards, Readiness of the employees to help guests, Wellness facilities, Resort and spa interior, Resort and spa exterior, Room amenities, Leaflets, brochures, menus, wine cards, Recreation facilities, Honest and empathic treatment of guests. Two attributes were rated as low importance, and the performance of the resorts was also low. These attributes include offering services without mistakes and offering of services in a promised manner of time. In addition, four attributes were identified as important by respondents though they were not available in all resorts under study. These attributes include in room temperature control, in room alarm, Traditional clubs, and Children facilities.	en_US
dc.language.iso	en	en_US
dc.subject	Marketing Management	en_US
dc.title	Assessing Service Quality of Star Rated Resort and Spas In The City of Bishoftu Using Import Ance- Performance Analysis (Ipa): A Perspective From International Tourists.	en_US
dc.type	Thesis	en_US