آراء العاملين و العملاء حول جودة الخدمة المقدمة في قطاع الضيافة

Abstract EN

This research aimed to study the opinions of employees and customers towards the quality of the service provided in three, four and five star hotels in Alexandria.

The study was conducted on a random sample of 676 researchers distributed as follows: 285 clients, 265 workers and 126 managers.

Using questionnaire for each of the customers, employees and managers by personal interview.

The data was analyzed statistically, as the results showed a differences between what the customer expects from the services and what is actually provided.

It was also found that there was a significant correlation between service quality and the educational level at the level of significance 0, 01, the number of years of work at the level of significance 0, 05 for the sample of employees.

The study showed a significant correlation between the quality of service and the educational level at the level of significance 0.05 for the sample of managers.