قياس و تقييم مستوى جودة الخدمات الفندقية : دراسة استطلاعية لآراء عينة من العاملين و الزبائن في فندق مناوى باشا في محافظة البصرة

الملخص EN

Services have become great importance at the present time due to changes in the business environment and the related change of the needs and desires of consumers and customers.

So the current quest aims to identify the level of quality hotel services in one of the first-class hotels, research was conducted on the ground in Minawi Pasha Hotel in the province of Basra, and selected a sample of (80) Single with customers and employees in this hotel .

application form questionnaire designed For this purpose included (20) question about the dimensions of quality of hotel services (reliability, tangibility, responsiveness, assurance, empathy).

Also adopted Find the head of that hypothesis "is influenced by the level of quality hotel services provided to the beneficiary by the availability of dimensions (reliability, tangibility, responsiveness, assurance , empathy).

The research found a number of conclusions, the most important of a relationship between the quality of provided hotel service level and the dimensions of quality of hotel service.

developed a set of recommendations, most notably, the need for attention by the hotel management to customers in person according to their needs, and upgrading the quality of service within the dimensions President her.