Quality of hotel services

Nasreen Hamid Muzal
Supervised by Asst. Lect.. Mayassa Nazem Al-Moussawi

First: The concept of quality:

Quality in the language

The origin of the word “quality” in the Arabic language goes back to “good” and the good of everything is the opposite of the bad, and its verb is jad, and from it jad quality and ajad, meaning he made it good so it is good, and ajad saying or doing in it, meaning he brought the good from it, and accordingly quality is directed to the quality or characteristic of the thing. (Mahmoud, Al-Buhairi, 2007: 7).

Quality technically: It is a word derived from the Latin word Qualities and means the nature of the thing and the person and the degree of its suitability.

Quality is defined as those advantages that the consumer or buyer assumes to be available in the product or commodity, and it is natural that these advantages are the specifications that attract the customer to the commodity or service and double the desire to acquire it and benefit from or enjoy it. (Al-Kanani, 2015: 71:70)

Service quality is defined as the value of satisfactory service that hotel establishments should provide to their customers and meet and exceed their expectations, as indicated by a set of tangible and intangible requirements. (Baali, Khaled, 2022: 17)

Service quality is also the degree of conformity between the level of service provided to customers and their expectations. (Al-Jabouri, 2013: 176)

Hotel service is defined as a combination of material elements such as food and drink and emotional and sensory elements, which are divided into two parts: the mental image or the way in which the hotel presents itself to current or prospective customers, in which customers see the hotel, and which is reflected in the hotel’s various activities, practices and directives. (Haddadah, Fakih, 2023: 27)

Also, the hotel can be defined as the place where the tourist, resident or guest obtains all the services that he can obtain in his home, but in return for a fee previously agreed upon between the two parties. (Khashai, Marabti, 2020: 3)

It is a building or institution that provides accommodation services, meals, drinks and other services, such as entertainment and recreation to the public, creating good relations with customers and providing qualified technical cadres who can provide services to customers. (Buzu, 2014: 19) The researcher also confirmed the existence of 501 hotels in the holy city of Karbala.