قياس جوده الخدمات الفعلية والمتوقعة في فنادق سلطة منطقة العقبة الاقتصادية الخاصة: من وجهة نظر النزلا
- Details
- Category: Department of Public Administration
- Published: Wednesday, 02 May 2012 03:00
- Written by Radwan Al-Mahasneh
- Hits: 1168
Abstract
Measurement of services quality in Aqaba Special Economic Zone Hotels:
From clients point of view.
Radwan Al-Mahasneh
Mutah University 2011
This study aimed to measure the services quality that Aqabq special Economic zone hotels presents from clients point of view. to achieve the study goals ,a questionnaire was developed in order to collect data .
The study sample consisted of (292) examine from Hotels guest for difference classification and (spss16) was used in order to analyze data (social pack for social science)
A set of result were revealed by the study:
1- There is a gap Negative (difference) between the level of hotel services quality which is actually presented (real services) and the expected level of hotel services which are pretected by clients to the favour of the expected service for (gab Negative ) .
2- There is no effect of the following variables social Gender age education , purpose of visit and the duration of stay on clients evalustion of real (actual) hotel services which are presented from Aqabq hotels.
3- There is a clear effect of the hotel rank (number of stars) variable on clients evaluation of the services quality level for hotels five stars.
The study recommend that its important for hotels management in Aqaba to adopt some programs in order to develop and improve the level of services quality since there is an increasing national and international competition between hotels and hotels market.
The quality of services appare as a competitive brand in the developing hotel industry.