@incollection{,
	
					
					
					A7FFC700F14F2FD84E035AC2581EC6E3
				,
	author={{Seid HussenAli} and {Jimma University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1657386
}

@incollection{b0,
	
	
		,
	title={{The Effects of Customer Expectation and Perceived Service Quality on Customer Satisfaction}}
		,
	author={{
			SAlmsalam
		}}
	
	
		,
	journal={{International Journal of Business and Management Invention}}
		
			
			,
	year={2014}
		
	

}

@book{b1,
	
	
		,
	title={{Foreign Customer Satisfaction in Ethiopian Five Star Hotels Sheraton Addis, Hilton and Intercontinental hotels}}
		,
	author={{
			MAndargie
		}}
		
			,
	year={2013}
		
	
	,
	note={Master's thesis}

}

@incollection{b2,
	
	
		,
	title={{Perceptions of Service Quality in Jordanian Hotels}}
		,
	author={{
			AlKhattab
		} and {
			SAAldehayyat
		} and {
			JS
		}}
		
		
	
	
		,
	journal={{International Journal of Business and Management}}
		
			
			,
	year={2011}
		
	

}

@book{b3,
	
	
		,
	title={{Ethiopian Hotels -Grading Requirements and Classification}}
		,
	author={{
			MCulture
		}}
		
			,
	year={2015}
			,
	publisher={Addis Abeba: Published by Ethiopian Standards Agency}
		
	

}

@book{b4,
	
	
		,
	title={{Service Quality and Customer Satisfaction in Hotel Industry: The Case of Three Star Hotels}}
		,
	author={{
			AG/Egziabher
		}}
		
			,
	year={2015}
			,
	address={Addis Ababa, Ethiopia}
		
	

}

@book{b5,
	
	
		,
	title={{Service Management and Marketing}}
		,
	author={{
			CGronroos
		}}
		
			,
	year={1982}
			,
	publisher={Lexington Books. Mass}
			27
			,
	address={Lexington}
		
	

}

@incollection{b6,
	
	
		,
	title={{The relationship between quality, satisfaction, and recommending behavior in Lodging Decisions}}
		,
	author={{
			JMGetty
		} and {
			KNThompson
		}}
		
	
	
		,
	journal={{Journal of Hospitality & Leisure Marketing}}
		
			,
	year={1995}
		
	

}

@incollection{b7,
	
	
		,
	title={{Modeling and managing student loyalty: An approach based on the concept of relationship quality}}
		,
	author={{
			THenning-Thurau
		} and {
			MLanger
		} and {
			UHansen
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			
			,
	year={2001}
		
	

}

@incollection{b8,
	
	
		,
	title={{Measuring Service Quality and Customer Satisfaction of the Hotels in Bangladesh: A Study on National and International Hotel Guest}}
		,
	author={{
			SMHasan
		}}
	
	
		,
	journal={{Journal of Tourism and Hospitality Management}}
		
			,
	year={2014}
		
	

}

@incollection{b9,
	
	
		,
	title={{Customers' perceptions and expectations of service quality in hotels in western tourism circuit}}
		,
	author={{
			ANKariru
		}}
	
	
		,
	journal={{Kenya. Journal of Research in Hospitality, Tourism and Culture}}
		
			,
	year={2014}
		
	

}

@book{b10,
	
	
		,
	author={{
			PKotler
		}}
		,
	title={{Marketing Management}}
				New Jersey
		
			,
	publisher={Prentice-Hall}
			,
	year={2000}
		
	
	,
	note={10th edition}

}

@incollection{b11,
	
	
		,
	title={{The Role of Private Sector in the Development of the Tourism Industry: The Case of Privately Owned Hotels in Addis Ababa}}
		,
	author={{
			HMitiku
		}}
	
	
		,
	journal={{Thesis}}
		
			3
			,
	year={2015}
		
	

}

@book{b12,
	
	
		,
	author={{
			ETMurasiranwa
		} and {
			KNield
		} and {
			SBall
		}}
		
		
		,
	title={{Hotel Service Quality and Business Performance in five hotels belonging to a UK Hotel Chain: Amherst, International CHRIE Conference}}
				
			,
	year={2010}
		
	

}

@book{b13,
	
	
		,
	title={{SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE HOTEL INDUSTRY}}
		,
	author={{
			LNa
		}}
		
			,
	year={2010}
			
		
	
	,
	note={Master Graduation Thesis}

}

@incollection{b14,
	
	
		,
	title={{A conceptual model of service quality and its implications for future research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			49
			
			,
	year={1988}
		
	

}

@incollection{b15,
	
	
		,
	title={{Customer Satisfaction: Perspectives of Visitors to a Public University Library}}
		,
	author={{
			NSuki
		} and {
			N&suki
		}}
		
	
	
		,
	journal={{International Journal of Social}}
		
			7
			2
			
			,
	year={2013}
		
	
	,
	note={Human Science and Engineering}

}

@incollection{b16,
	
	
		,
	title={{Relationship between Service Quality and Customer Relationship in sir Lankan hotel industry}}
		,
	author={{
			WH D P
		} and {
			UG
		}}
		
	
	
		,
	journal={{International Journal of Scientific and Research Publications}}
		
			
			,
	year={2014}
		
	

}

@book{b17,
	
	
		,
	title={{Impact of service quality on customer satisfaction at the public owned National Alcohol and Liquor Factory}}
		,
	author={{
			TZeleke
		}}
		
			,
	year={2012}
		
	
	,
	note={Masters thesis}

}