Communication and Its Impact on Customer Satisfaction in Hospitality Industry

Authors

  • Andualem Walelign Jinka University, Ethiopia

DOI:

https://doi.org/10.52131/jom.2019.0102.0009

Keywords:

Hospitality service, Service quality, Customer satisfaction, Lodging quality index (LQI)

Abstract

The main aim of this study was to assess the influence of communication on customer satisfaction. Descriptive statistics (mean score and standard deviation) were used to examine the customers’ perceptions and current status of customer satisfaction. The least performance was obtained from the mean score of communication dimension. Correlation and regression analysis were used to see the relationship between dependent and independent variables as well as to investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of communication on customer satisfaction.

Author Biography

Andualem Walelign, Jinka University, Ethiopia

Lecturer Management Department.

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Published

2019-12-31

How to Cite

Walelign, A. (2019). Communication and Its Impact on Customer Satisfaction in Hospitality Industry. IRASD Journal of Management, 1(2), 97–104. https://doi.org/10.52131/jom.2019.0102.0009