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Service quality has emerged an
important area in the hotel industry for decades. Thus, it
is essential that service providers understand customer
expectations and perceptions as well as the factors that
influence their evaluation and satisfaction with the
provided service. Hotel industry is growing with each
passing year in Egypt. Realizing the increase in competition
among hotels, hotel managers are focusing on improving the
elements which contribute to service quality for customers
of the hotel industry in Egypt. The quality of service in
hotel industry is an important factor of successful
business. By providing quality service, organizations can
sustain customers’ confidence and competitive advantages
over their competitors. This study identifies the effects of
various elements of hotel industry which affects customer
satisfaction. Almost all researchers utilized service
quality model and adopted their SERVQUAL instrument, based
on the concept that service quality differs from industry to
industry. Searches for additional dimensions, identified by
customers, which should be included in the service quality
construct it also measures the level of importance of each
specific dimension for the users of hotel services in Egypt.
Keywords: Customer
Satisfaction, Service quality, Hotel Industry |
