97 iRASD Journal of Management Volume 1, Number 2, 2019, Pages 97 - 104 Journal Homepage: https://journals.internationalrasd.org/index.php/jom Communication and Its Impact on Customer Satisfaction in the Hospitality Industry Andualem Walelign 1 1 Lecturer, Management Department, Jinka University, Ethiopia, Email: andualemwalelign26@gmail.com ARTICLE INFO ABSTRACT Article History: Received: August 30, 2019 Revised: October 27, 2019 Accepted: November 24, 2019 Available Online: December 31, 2019 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. Keywords: Hospitality service Service quality Customer satisfaction Lodging quality index (LQI) © 2019 The Authors, Published by iRASD. This is an Open Access Article under the Creative Common Attribution Non- Commercial 4.0 Corresponding Author’s Email: andualemwalelign26@gmail.com 1. Introduction Service quality is one of the foremost practical tools for the hotel Industry's success. They are evaluating (Ramachandran & Chidambaram, 2012). The satisfaction of stakeholders is taken into account to be a pillar for the survival of any business. Getty and Getty (2003) describes customers as being primary and important players among those stakeholders. They are the sources of profit for profit-making organizations and, therefore, the primary reason for being operational for non-profit organizations. There's a general agreement by researchers that the concepts of customer satisfaction and quality service are too interrelated. Although satisfaction and quality service are draws in meaning; they're distinct. Perceived service quality was explained as a sort of attitude and a long-run overall evaluation of a product or service. At the same time, customer satisfaction was considered a transaction-specific evaluation (Tan, Oriade, & Fallon, 2014). The importance of consumers within the business process has made it vital always to research customers. Accordingly, few studies are conducted to gauge quality communication, then relating it with customer satisfaction. Different hospitality industry assessments indicate that employees are an important asset. To create unique relationships with customers, employees shall have technical know-how concerning how to treat guests, answer their needs, concerns, and complaints, maintain good rapport and supply a pleasant experience (Mohammed, 2012). The key to providing such treatment is knowing the way to communicate with customers. In this study, the following fundamental research questions were raised and answered; 1. What is customers' perception of the communication efforts of the selected hotels, lodges, and resorts? 2. Is there any significant relationship between employees' communication and customer satisfaction of the selected hotels, lodges, and resorts? 3. What is the current status of the communication variable's influence on customers' satisfaction?