Customer Perceptions Of Hotel Restaurants’ Service Quality And Customer Loyalty Of Four And Fivestar Hotels In Jordan
| dc.contributor.author | ABUKHALIFEH, ALAA NIMER MOUSA | |
| dc.date.accessioned | 2016-06-24T01:51:42Z | |
| dc.date.available | 2016-06-24T01:51:42Z | |
| dc.date.issued | 2015-09 | |
| dc.description.abstract | 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. The questionnaire instruments were developed from previous studies and contained 40 proposed hotel restaurants’ service quality dimensions items (HRSQD). A total of 430 questionnaires were collected from customers and tourists who were staying at four- and five-star hotels in Jordan. The results show that dimensions of hotel restaurant service quality such as responsiveness, reliability, assurance and empathy significantly influence customer satisfaction, and that among the dimensions of hotel restaurant service quality, the most significant predictor of customer loyalty is assurance and empathy. Therefore, the quality of hotel restaurant service is directly related to customer satisfaction. However, hotel restaurant service quality is indirectly related to customer loyalty. In other words, the indirect effect of hotel restaurants service quality dimensions on customer loyalty was satisfactory. Theoretically, the findings showed that customers will only be satisfied when the service is perceived to be enjoyable and of high quality. Satisfaction is also one of the determinants influencing customers’ choice of four- or five-star hotel restaurants they will dine in. It was also found that customer satisfaction directly related to customer loyalty. Normally a customer would remain loyal to a certain hotel if the customer continues to enjoy the same or even better satisfaction with the services provided by the hotel’s restaurants. The results of this research could provide hoteliers, planners and marketers in Jordan with an increased understanding of the concept of HRSQD and teach them how they can continually improve their hotel restaurants’ services. | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/2188 | |
| dc.subject | Customer Perceptions Of Hotel Restaurants’ Service Quality | en_US |
| dc.subject | And Customer Loyalty Of Four And Fivestar Hotels In Jordan | en_US |
| dc.title | Customer Perceptions Of Hotel Restaurants’ Service Quality And Customer Loyalty Of Four And Fivestar Hotels In Jordan | en_US |
| dc.type | Thesis | en_US |
Files
License bundle
1 - 1 of 1
Loading...
- Name:
- license.txt
- Size:
- 1.71 KB
- Format:
- Item-specific license agreed upon to submission
- Description: