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Communication and Its Impact on Customer Satisfaction in the Hospitality Industry

Author

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  • Andualem Walelign

    (Jinka University, Ethiopia)

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 customer satisfaction status. The least performance was obtained from the mean score of the communication dimension. Correlation and regression analysis were used to see the relationship between the dependent and independent variables and investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of communication on customer satisfaction.

Suggested Citation

  • Andualem Walelign, 2019. "Communication and Its Impact on Customer Satisfaction in the Hospitality Industry," iRASD Journal of Management, International Research Alliance for Sustainable Development (iRASD), vol. 1(2), pages 97-104, December.
    • Handle: RePEc:ani:irdjom:v:1:y:2019:i:2:p:97-104
    DOI: 10.52131/jom.2019.0101.0009
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    References listed on IDEAS

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    1. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
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