The International Journal of Accounting and Business Society
Vol 25, No 2 (2017): The International Journal of Accounting and Business Society

ANALYZING THE CONCEPTUAL MODEL OF SERVICE QUALITY AND ITS RELATIONSHIP WITH GUESTS’ SATISFACTION: A STUDY OF HOTELS IN ERBIL

Anwar, Kofand (Unknown)

Article Info

Publish Date
30 Dec 2017

Abstract

Nowadays most industries used service quality in various field.  All industries are implementing five service quality dimensions; these dimensions are tangible, assurance, reliability, responsiveness, and empathy. The main aim of this research is to investigate hotels’ service quality and its affect on guests’ satisfaction in Erbil. Moreover, to find which service quality dimension has more affect than the other quality dimensions. The researcher utilized a quantitative research method to measure the relationship between each service quality dimension on guests’ satisfaction. A questionnaire was adapted and distributed on guests at hotels in Erbil. 111 questionnaires completed and received from hotel guests in Erbil. The findings showed that the responsive as service dimension had the highest value; on the other hand assurance as service dimension had the lowest value.

Copyrights © 2017




Citation Download
RIS
EndNote, Reference Manager, ProCite
BibTex
Latex, Jabref
Original Source
Download Original
Google Scholar
Check in Google Scholar
Journal Info
The International Journal of Accounting and Business Society
Website

Abbrev

ijabs

Publisher

Universitas Brawijaya

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

Description

The International Journal of Accounting and Business Society (IJABS), is published by Accounting Department, Faculty of Economics and Business, University of Brawijaya, Indonesia, which is a dissemination medium for research result from researchers and lecturers in management, accounting, ...