Employees’ perspectives of service quality in hotels

Abstract

Although the importance of service quality has been recognised, few studies have addressed service quality in hotels from the perspective of employees. Therefore, this study aims to measure the service quality of four and five-star hotels in Jordan from the employees’ perspective based on the SERVQUAL model. The current study was carried out by measuring the data gathered according to a five-point Likert scale. A quantitative survey method was applied, and therefore the SERVQUAL instrument was used to measure service quality. Data obtained from a sample of 238 respondents drawn from ten four- and five-star hotels in Jordan were analysed with the SPSS software based on descriptive statistics. The study’s findings indicated that service quality of five-star hotels in Jordan was higher than that of four-star hotels.

Keywords: service quality, SERVQUAL, work environment, competitive advantage, hotel industry