جودة الخدمات في المطاعم الفندقية

الملخص EN

This research study entitled “Service Quality in the Hotel Restaurants" IS aimed at measuring the quality of services rendered in hotel restaurants in j from the view point of hotel guests, in addition to examining any statistical relationships between variables such as gender, age group, marital status, nationality and number of visits, as well as guest evaluation of the level of service quality.

A convenient sample of 178 hotel guests w'as selected from the three, four, and five star hotels in Amman.

The study concluded that the actual service rendered to guests is low as compared to what they expect.

In addition, there was no difference between the results of the two measures of service quality: the actual performance and the gap theory; Besides, there was no relationship of statistical evidence between marital status, age group, nationality, and number of visits on one side, and service evaluation on the other side.

How'ever, there was a statistical relationship between gender and service evaluation in favor of female guests.

It is recommended that there is a strong need for the hotel management in Jordan to follow' suitable measures, programs and techniques to develop and enhance their service quality, especially with the actual and expected keen competition in the hospitality industry in the kingdom.