تقييم جودة الخدمات الفندقية فندق الحسنين الكبير - بالخمس أنموذجاً

Abstract

Tourism is an important economic sector that achieves economic and social development and the welfare of society, and hotels are one of the most important pillars of the growth of this sector, and in recent years the development of hotel services has increased with increasing competition within the hotel work environment, where quality has taken a major role in the excellence of services, which is considered one of the most important and dynamic services, and the trend to improve its quality represents the concern of many countries in order to achieve local economic growth, which indicates awareness of the importance of this sector, as the quality of services Hotel has received attention in recognition of its role in increasing profits and achieving competitiveness on the one hand and in pursuit of satisfying its customers on the other hand, and since the customer has become more attentive to the quality of service, he evaluates the services provided to him based on their compatibility with his expectations, the quality of services is the basis for choosing the hotel through what it offers, and it has become a major factor adopted by hotel marketers to attract customers and try to satisfy them, in addition to the continuous change of customer choices, which requires high-quality hotel services to gain customer satisfaction and continuity, the success of the hotel and its continuity Linked to his ability to achieve customer satisfaction, and the research aims to find out the reality of the quality of hotel service by studying the case of the Grand Hassanein Hotel and its impact on customer satisfaction and was relying on the descriptive approach through an electronic questionnaire directed to the customers of the Grand Hassanein Hotel, the research has concluded for several research results, the most important of which is the strong link between the quality of hotel service and customer satisfaction, also hotels need continuous work to know the satisfaction of their customers with the quality of services to maintain them, in addition to the importance of the efficiency of the elements Human working in the hotel sector.