Customer Perceptions of Hotel Restaurants' Service Quality

ISBN-13: 9783659826887 / Angielski / Miękka / 2016 / 308 str.

Alaà Nimer Abukhalifeh; Ahmad Puad Mat Som; Badaruddin Mohamed Mohamed

Opis

Hotel restaurant's service quality is an extremely important competitive policy to maintain customer support and build a strong customer base. Efforts by hotel restaurants to win and retain customer loyalty by providing enhanced quality services are ever evolving and becoming increasingly challenging. This research attempts to examine the relationship between hotel restaurant's service quality dimensions, customer satisfaction and customer loyalty in four- and five-star hotels in Amman, Irbid, Madaba, Dead Sea, Petra and Aqapa in Jordan, where most of the hotels in the country are concentrated. The evaluation of hotel restaurant service quality is adapted from the SERVQUAL model. For the purpose of achieving the objectives of this research, questionnaire surveys were used to measure customer satisfaction and customer loyalty.

O autorze

Dr. Alaà Nimer Mousa Abukhalifeh holds a PHD in Hotel Management (Food and Beverage Service and Restaurant Management), School of Housing, Building and Planning. Master in Tourism Management, Yarmouk University, (2010). B.Sc. In Hotel Management, Jordan Applied University, College of Hospitality and Tourism Education (2003-2007).