The concept of hotel service quality

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

Several concepts of hotel service quality can be mentioned, including:

Hotel service quality: It is a set of valuable qualities, characteristics and benefits that the hotel service enjoys so that it is able to respond to the current and future requirements of customers and the price is appropriate to achieve customer satisfaction and happiness. This is done by setting prior standards to evaluate the service and achieve the quality of excellence in it, which is one of the modern features of hotel establishments. (Bou Hadid, Yahyaoui, 2016: 227)
Hotel service quality: It is the degree of conformity of the actual performance of the hotel service with the expectations of customers towards the service provided to them, which is determined by the guest or guest by comparing his expectations through the promotion and advertising of the services of this hotel and what was obtained from the service (Al-Ghanimat, 2015: 11).

Hotel service quality: It is one of the integrated features of the hotel service capable of satisfying the desires and needs of guests. (Al-Deeb, Bahlol, 2015: 63)
Quality of hotel services: It is known from the internal point of view as adherence to the specifications on which the hotel service was designed (management), while from the external point of view it represents the positions and trends of customers or guests regarding the services provided by the hotel. (Ilham, Sabah, 2017: 37)
Quality of hotel services: It is the weapon through which the hotel organization competes to obtain a larger market share and differentiate itself from other hotel organizations. (Manea, 2015: 27)
Quality of hotel services: It is the integrated qualities or features of the service, which can satisfy the latent and apparent desires of the customer. (Abu Saa, Al-Shakshak, 2018: 197)