• Byamukama Joseph
• Dr. Eugenia Nkechi Irechukwu (PhD)

Abstract This study assessed the impact of dimension of Servqual Model and Performance of Selected Hotels in Kigali City, Rwanda. Specifically, it examined how reliability, empathy, and assurance influence hotel performance. A mixed-method design combining descriptive and case study approaches was employed, with a sample of 213 respondents drawn from a population of 456 employees and customers. Data were collected using questionnaires and analyzed using descriptive statistics, including frequencies, percentages, means, and standard deviations. A pilot study was conducted to ensure the validity and reliability of the data collection tools, and ethical standards were upheld throughout. The findings revealed strong positive correlations between hotel performance and reliability (r = .845), empathy (r = .823), and assurance (r = .812). The study concludes that these SERVQUAL dimensions significantly enhance hotel performance and recommends implementing standardized service protocols and ongoing staff training to maintain consistent and high-quality service delivery.

Keywords: Service Quality, Hotel Performance, Assurance, Reliability, Empathy

"Dimension of Dimension of Servqual Model and Performance of Selected Hotels in Kigali City, Rwanda", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 10, page no.e385-e403, October-2025, Available :http://www.jetir.org/papers/JETIR2510451.pdf

"Dimension of Dimension of Servqual Model and Performance of Selected Hotels in Kigali City, Rwanda", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 10, page no. ppe385-e403, October-2025, Available at : http://www.jetir.org/papers/JETIR2510451.pdf