Customers and employees' perceptions of some attributes of service quality in five star hotels in Cairo

Abstract EN

The present study is an attempt to investigate customers and employees' perceptions of some attributes of service quality in some five star hotels in Cairo.

The study of relevant literature, shewed a gap between customers' perspective and employees’ perspective of some service quality attributes and cleared the importance of training programs given to front line employees which are valued by customers and the importance of managerial support-The findings in the context confirmed that marketing department with personnel department should co-operate in training issue.

Keywords : Employees' perceptions, Customers' perception of service quality, Cairo.