Service quality in the hospitality industry

Mukhles M. Al-ababneh

Mukhles M. Al-ababneh

Authors Details :
Mukhles M. Al-ababneh

Journal title : Journal of Tourism & Hospitality

Publisher : OMICS Publishing Group

Online ISSN : 2167-0269

Journal volume : 06

Journal issue : 01

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Service quality in the hospitality industry becomes one of the most important factors for gaining a sustainable competitive advantage and customers’ confidence in the highly competitive marketplace, and therefore service quality can give the hospitality industry a great chance to create competitive differentiation for organisations. It is thus considered as a significant core concept and a critical success factor in the hospitality industry. A successful hotel delivers excellent quality service to customers, and service quality is considered the life of hotel. Many benefits can be achieved by service quality such as establishing customer satisfaction, contributing to business image, establishing customer loyalty, and providing a competitive advantage to a business. Service quality performance can mean different to different people, for example, employees may show higher perceptions of service quality than customers perceived, and thus managers and their employees never like to identify deficiencies in service quality