Perceptions of Service Quality in Jordanian Hotels
By S. A. A. Khattab, Jehad S. Aldehayyat. 2011
125 citations recorded by the source corpus.
The importance of service quality for business performance has been recognized in the literature through the direct effect on customer satisfaction and the indirect effect on customer loyalty. The main objective of the study was to measure hotels' service quality performance from the customer perspective. To do so, a performance-only measurement scale (SERVPERF) was administered to customers stayed in three, four and five star hotels in Aqaba and Petra. Although the importance of service quality and service quality measurement has been recognized, there has been limited research that has addressed the structure and antecedents of the concept for the hotel industry. The clarification of the dimensions is important for managers in the hotel industry as it identifies the bundles of service attributes consumers find important. The results of the study demonstrate that SERVPERF is a reliable and valid tool to measure service quality in the hotel industry. The instrument consists of five dimensions, namely "tangibles", "responsiveness", "empathy", "assurance" and "reliability". Hotel customers are expecting more improved services from the hotels in all service quality dimensions. However, hotel customers have the lowest perception scores on empathy and tangibles. In the light of the results, possible managerial implications are discussed and future research subjects are recommended.
Subfields: Artificial Intelligence, Organizational Behavior and Human Resource Management, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/2cd1d7e54da21a3272ea62a19f41f65462536932
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In Artificial Intelligence
In Organizational Behavior and Human Resource Management
In Strategy and Management
Citations in the corpus
- Exploring the Relationship between Service Quality and Customer Satisfaction in Croatian Hotel Industry (2013, result): “Similar findings were reported in context of hotel industry in Nepal (Pandey and Joshi, 2010), Malasya (Fah and Kandasamy, 2011), Jordan (Al Khattab and Aldehayyat, 2011).”
- Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation (2017, result): “We compared the dimensions derived from LDA with the following studies: Al Khattab and Aldehayyat (2011), Blesic et al. (2011), Chang (2008), Chi and Qu (2009), Clemens et al. (2010), Emir and Kozak (2011), Fawzy (2010), Gagnon and Roh (2007), Gill et al. (2006), Gunderson et al. (1996), Heung…”