Customer Perceptions Of Service Quality In Luxury Hotels In Jordan

Providing quality food and beverage services has become one of the critical issues in the tourism industry and several studies have been paying attention to it. On the other hand, there seems to be a paucity of data on service quality Jordanian hotels, making it difficult to fashion an appropriate management intervention. Also, there has been insufficient attempt to relate customers’ perceptions of service quality to their socio-demographic characteristics as well as the characteristics of organizations delivering the service. This study, therefore, analyses customers' perceptions of service quality in the food and beverage service department in Jordanian hotels, an essential requirement for customers in Jordan.

SUBMITTED: June 2015. REVISION SUBMITTED: September 2015. ACCEPTED: November 2015. REFEREED ANONYMOUSLY. PUBLISHED ONLINE: 10 DEC 2015.

Related Organizations

Management and Science University
Malaysia

Keywords

Service quality, Jordan, satisfaction, hotels, perceived quality

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