ASSESSING THE QUALITY OF HOSPITALITY SERVICES IN TOURIST RESORTS (APPLIED ON SAFAGA CITY)
فوزي, ., سليمان, ., متولي, . (2017). ASSESSING THE QUALITY OF HOSPITALITY SERVICES IN TOURIST RESORTS (APPLIED ON SAFAGA CITY). EKB Journal Management System, 2(2), 61-73. doi: 10.21608/mkaf.2017.106906
شيماء علي فوزي; شريف جمال سعد سليمان; أحمد حسن متولي. "ASSESSING THE QUALITY OF HOSPITALITY SERVICES IN TOURIST RESORTS (APPLIED ON SAFAGA CITY)". EKB Journal Management System, 2, 2, 2017, 61-73. doi: 10.21608/mkaf.2017.106906
فوزي, ., سليمان, ., متولي, . (2017). 'ASSESSING THE QUALITY OF HOSPITALITY SERVICES IN TOURIST RESORTS (APPLIED ON SAFAGA CITY)', EKB Journal Management System, 2(2), pp. 61-73. doi: 10.21608/mkaf.2017.106906
فوزي, ., سليمان, ., متولي, . ASSESSING THE QUALITY OF HOSPITALITY SERVICES IN TOURIST RESORTS (APPLIED ON SAFAGA CITY). EKB Journal Management System, 2017; 2(2): 61-73. doi: 10.21608/mkaf.2017.106906

ASSESSING THE QUALITY OF HOSPITALITY SERVICES IN TOURIST RESORTS (APPLIED ON SAFAGA CITY)

مجلة کلية السياحة والفنادق. جامعة المنصورة
Article 4, Volume 2, Issue 2, December 2017, Page 61-73  XML PDF (506.17 K)
Document Type: المقالة الأصلية
DOI: 10.21608/mkaf.2017.106906
View on SCiNiTO View on SCiNiTO
Authors
شيماء علي فوزي; شريف جمال سعد سليمان; أحمد حسن متولي
کلية السياحة والفنادق – جامعة المنصورة
Abstract
This study aims to assess the quality of hospitality services (accommodation services - food &beverage services –staff performance-recreationservices) in a sample of tourist resorts in Safaga City. To achieve this objective, questionnaire was developed and distributed on a random sample of guests in the investigated tourist resorts. A number of 450 forms were distributed and only 396 forms (88%) were valid to analysis.Results of the field study showed that there are many negatives that affect the quality of hospitality services (especially in food and beverages services and staff performance such as Staff uniform was not clean and did not have a good appearance and Staff did not handle guest complaints in a proper manner).
Keywords
Hospitality service quality; spa resorts
References

 

  • Abd Elwahab, M.G. (2008). Evaluating Food and Beverage Services in Campus. M.Sc. Thesis, Fac. of Tourism and Hotels, Helwan University.
  • Ahmed W. Mohamed.(2005). Geochemistry and sedimentology of core sediments and the influence of human activities: Qusier, Safaga and Hurghada Harbors, Red Sea Coast, Egypt ,93
  • Darwish, S.A. (2016). Evaluating Quality of Hospitality Services in Scouting Hostels.  M.Sc. Thesis, Fac. of Tourism and Hotels, Mansoura University.
  • Gefen, D. (2002), "Customer Loyalty in E-commerce", Journal of the Association for Information Systems, 3, 1, pp. 27-51.
  • Egyptian Hotel Guide (2013), 33thedition Egypt.
  • Ivan Venter (2006). Hotel property development: a framework for successful developments", pp.110-111
  • Madanoglu, M. and Brezina, S. (2011). Resort Spas: How are they Massaging Hotel Revenues? In O’Fallon, M.J. and Rutherford, D.G. (Eds.) "Hotel Management and Operations" – 5th Edition. John Wiley and Sons.
  • Metowaly, A.H. and Saad,S.G.(2016).Assessment of quality of hotel service in youth cities, Egyptian Journal of Tourism and Hospitality, Vol.(23) No.(1).
  • Monteson, P. A. and Singer, J. (2004). Marketing a resort –based SPA. Journal of Vacation Marketing.
  • Newman, K. (2001), "Interrogating SERVQUAL: a Critical Assessment of Service Quality Measurement in a High Street Retail Bank", International Journal of Bank Marketing, 19, 3, pp.126 – 139.
  • Okland, J. (2000), "Total Quality Management: Text with Cases", 2nd edition, Butterworth-Heinemann, Oxford
  • Richadson, E. C. (2000). "Resort managment in hospitality and tourism: an introduction to the industry. 9 ed. New York: John Wiley & Son, Inc.
  • Woods, R. H. & King, J. Z. (1996). Quality Leadership and Management in the Hospitality Industry. Educational Institute of the American Hotel and Motel Association, 1st Edition, Michigan, p. 29.
Statistics
Article View: 146
PDF Download: 196