Dimensions of Service Quality for Improvement of Employees Performance: Study in First Class Hotels in Alexandria

Hassan Mansour, Wael Aziz, EL Hussein Said

Abstract


The purpose of this study is to identify dimensions quality for improvement employee's performance and their corresponding measurement variables in the tourism industry by focusing on four and five star hotels in Alexandria, due to customers focus on the level of services provided to him and increasing the competitiveness of hotel, for that this study focused to quality dimensions and it is buzzwords in hotels industry to improving the employee's performance, and included five main dimensions to achieve the goal of this research (Empathy, Reliability, Responsiveness, Assurance and Tangibles) their application in hotels not only represents a competitive target but that many organizations seeking to obtain certifications in quality to themselves and their employees that they have an integrated system of staff, a sound infrastructure and applied quality principles in all its divisions generally, In particular food and beverage department which is based on this study. To achieve this objective, the researcher surveyed 520 employees in upscale hotels in Alexandria. Data were analyzed using (SPSS 22).


Keywords


Dimensions of Quality, Hotel Industry, Employee's Performance, Quality Management.

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