Open AccessImpact of Tourist Service Quality in Four and Five Stars Hotels in Jordan on Tourist Behavior
Author(s) -
Arwa Ahmed Al-Oguiliy,
Mohammad Shabeeb Khasawneh
Publication year - 2015
Publication title -
business management and strategy
Language(s) - English
Resource type - Journals
ISSN - 2157-6068
DOI - 10.5296/bms.v6i1.7346
Subject(s) - tourism , service quality , business , service (business) , quality (philosophy) , sample (material) , marketing , reliability (semiconductor) , empathy , hospitality industry , psychology , advertising , geography , social psychology , philosophy , chemistry , power (physics) , physics , archaeology , epistemology , chromatography , quantum mechanics
The study aimed to investigate the impact of service quality on tourist behavior in five and for stars hotels in Jordan. A self administrated questionnaire was designed and distributed over a sample of hotels guest in Amman, the capital amounting 90 guests. The collected data was analyzed the study findings indicated that service quality impact tourists behavior and all service quality dimensions (reliability, responsiveness, assurance, empathy and tangible) also have an impact on tourist behavior. The study suggested some recommendations.