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68520

Evaluation of methods of measuring the quality of hotel services in five-star hotels

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Last updated: 24 Dec 2024

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Abstract

This study aims at evaluating the degree of effectiveness of the methods usedto measure the quality of services in five star hotels in Egypt. It also aims at developing a cluster of integrated questions that measure the quality of services and links its results with financial performance results in these hotels. The reviewed literature revealed that hospitality properties use a lot of methodsthat measure the quality of services without ccorrelating the outputs of these methods to the financial performance results. This might affect the credibility and validity of the quality of services outputs and the financial performance results. ‏Primary data were collected using a structured interview conducted with managers of food and beverage departments and rooms divisions  departments in a selected sample of five star hotels in Cairo. The sample represented eight five star hotels. The analysis of the managers' answers indicated that most of five star hotels rely on a set of financial indictors for measuring their financial performance; they also depend on a cluster of methods for measuring the quality of services (in food and beverage department and rooms division). In spite of the efficiency of the used instruments for measuring performance, they can not be considered effective in linking and correlating the quality of services results with the financial ones. This is due to the fact that such a process in most hotels depends on subjective measures. Based on the result of the field study, a cluster of integrated questions was suggested to link the results of quality of services to the financial results for five stars hotels, in order to have best benefits from the both results.  

DOI

10.21608/jaauth.2009.68520

Authors

First Name

Hanady

Last Name

Abu Al maaty

MiddleName

-

Affiliation

Hotels studies department, faculty of tourism and hotels, Suez Canal University

Email

hanadymohmed@tourism.suez.edu.eg

City

ismaillia

Orcid

-

First Name

Said

Last Name

Salama

MiddleName

-

Affiliation

Hotel studies department, faculty of tourism and hotel, Suez Canal University

Email

dr.said_salama@tourism.suez.edu.eg

City

ismaillia

Orcid

-

First Name

Abdel Rahman

Last Name

Mohammad

MiddleName

Abdel Fatah

Affiliation

Faculty of Tourism and Hotels, Suez Canal University

Email

dr.abdelrahmanmohamed@tourism.suez.edu.eg

City

-

Orcid

-

First Name

Hazem

Last Name

Haleem

MiddleName

-

Affiliation

Department of Hotel Studies - Faculty of Tourism and Hotels - Suez Canal University

Email

-

City

-

Orcid

-

Volume

6

Article Issue

2

Related Issue

7792

Issue Date

2009-12-01

Receive Date

2009-09-19

Publish Date

2009-12-21

Page Start

51

Page End

58

Print ISSN

1687-1863

Online ISSN

2682-4612

Link

https://jaauth.journals.ekb.eg/article_68520.html

Detail API

https://jaauth.journals.ekb.eg/service?article_code=68520

Order

4

Type

Original Article

Type Code

997

Publication Type

Journal

Publication Title

Journal of Association of Arab Universities for Tourism and Hospitality

Publication Link

https://jaauth.journals.ekb.eg/

MainTitle

Evaluation of methods of measuring the quality of hotel services in five-star hotels

Details

Type

Article

Created At

22 Jan 2023