Managing Service Quality: Dimensions of service quality: a study in Egypt

Abstract

Service quality has played an essential role in the hotel industry for decades. Accordingly, it is essential that service providers recognize customer perceptions and expectations in addition to the factors that influence their satisfaction with the service provided.

Hotel industry is growing in Egypt. Taking into consideration the competition among hotels, hotel managers are concentrating on enhancing the factors related to service quality for the hotel industry customers' in Egypt. The hotel industry service quality is an essential factor of flourishing business.   By o0ffering quality service, companies can maintain customers’ loyalty and competitive edges more than their competitors. This study explores the effects of different hotel industry factors that affect customer satisfaction. Mostly all researchers adopted Parasuraman, Zeitaml, & Berry’s (1988) service quality model and adopted their SERVQUAL instrument, based upon the conception that service quality varies among industries. This study includes additional dimensions, identified by customers, which supposed to be integrated into the service quality construct it measures the level of importance of each particular dimension for the of hotel services users in Egypt.

Keywords- Service quality, Hotel Industry, Customer Satisfaction.