The effect of the quality level of the services provided to customer satisfaction ( A case study on five-star Hotels in Amman)

Abstract

The study aimed to reveal the importance of the quality of services in hotels and assess the extent of customer satisfaction with the services provided to them, and try to reach some of the suggestions and recommendations that have helped enrich the Subject of the study. The importance of the study of the importance of service quality and operational productivity by revenue for hotels where the study population of customers from five-star hotels in the capital Amman.

The most important findings of the study that the evaluations customers of the quality of services to hotels in Amman were negative. Study recommended the need to work to increase the interest level of services, especially food and beverage services provided by hotels from five-star hotels because the evaluation of customers for these services was negative, And the necessity of adopting departments Supreme program the application of total quality management through moral and material support technician

key words: Service quality, Customer Satisfaction, Hotels, Jordan