An Examination of Quality from the Providers' Perspective: A Study of Algerian Hotels
| المصدر: | مجلة المعيار |
|---|---|
| الناشر: | المركز الجامعي أحمد بن يحي الونشريسي تيسمسيلت |
| المؤلف الرئيسي: | Terkmani, Meriem (Author) |
| مؤلفين آخرين: | Ait-Yahia, Kamila Ghidouche (Co-Author) |
| المجلد/العدد: | مج15, ع2 |
| محكمة: | نعم |
| الدولة: |
الجزائر |
| التاريخ الميلادي: |
2024
|
| الشهر: | ديسمبر |
| الصفحات: | 527 - 538 |
| DOI: |
10.54191/2320-015-002-041 |
| ISSN: |
2170-0931 |
| رقم MD: | 1542942 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink, IslamicInfo |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Service Quality | HOLSERV | Hotel Directors
|
| رابط المحتوى: |
الناشر لهذه المادة لم يسمح بإتاحتها. |
| المستخلص: |
This paper examines the significance of understanding service quality (SQ) from a global perspective that includes the service provider's viewpoint in the hotel industry. While there is extensive literature on service quality from the customer's perspective, research on how service providers perceive quality is limited. A qualitative study was conducted with nine hotel managers in Algeria, based on service quality criteria, to explore their perceptions. The findings reveal a discrepancy between the criteria used by customers to assess hotel service quality and those emphasized by managers, who rely more on normative standards. This study underscores the importance of considering the service provider's perspective to achieve a comprehensive approach to improving service quality. |
|---|---|
| ISSN: |
2170-0931 |
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