Impact of Service Quality on Business Performance in Hospitality Industries: An empirical study

Abstract

This research focusses on the impact of service quality on business performance in the hospitality industry in Qatar. The study basically deals with the testing of fifteen hypotheses built on the existing theoretical models. The empirical data was collected through the tourists of ten 5-star hotels in Qatar using the simple random sampling technique (n = 243). The findings have confirmed the significant interrelationship of tangibles, reliability and empathy with financial, non-financial, and operational performance of the hospitality industry. Responsiveness and assurance had significant interrelationship with non-financial performance and operational performance respectively. Based on the revelation of the study, implications have been drawn to the managers of the hospitality industry to better the specific dimensions of the service quality so that it may lead to enhanced business performance. The paper is of specific relevance to the Qatari hospitality industry as is witnessing a steady growth and there is an emphasis on the improvement in service quality for a sustainable business performance.

Keywords: Service Quality, Business Performance, Hospitality Industry