CUSTOMER PERCEPTIONS OF HOSPITALITY SERVICES AT SOME HERITAGE SITES IN EGYPT | ||
| Journal of Association of Arab Universities for Tourism and Hospitality | ||
| Article 19, Volume 13, Issue 2, 2016, Pages 133-140 PDF (331.69 K) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/jaauth.2016.48024 | ||
| Author | ||
| Fatma Mohammed Abdel-aal | ||
| Faculty of Tourism and Hotel Management, Helwan University | ||
| Abstract | ||
| This research investigates customer perceptions of hospitality services at three main Egyptian heritage sites – Cairo, Luxor and Minia. The research evaluates service quality of hospitality services from the customer perspective in order to develop quality services that meet customer expectations and achieve customer satisfaction. A questionnaire, developed using SERVQUAL instrument, was distributed to customers in hotels around the three heritage sites. The findings showed a gap between customer expectations and perceptions of hospitality services, reflecting poor quality services and dissatisfaction with these services. The factors of quality hospitality service at these three Egyptian sites were identified to help hospitality managers and decision makers to provide their customers with appropriate service quality that meets international standards and also meet customer expectations. | ||
| Keywords | ||
| heritage sites; Hospitality Services; customer expectations; customer perceptions; Customer satisfaction; Service quality; SERVQUAL; Egypt | ||
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