Perceptions of Service Quality in Jordanian Hotels

Abstract

The importance of service quality for business performance has been recognized in the literature through thedirect effect on customer satisfaction and the indirect effect on customer loyalty. The main objective of the studywas to measure hotels' service quality performance from the customer perspective. To do so, a performance-onlymeasurement scale (SERVPERF) was administered to customers stayed in three, four and five star hotels inAqaba and Petra. Although the importance of service quality and service quality measurement has beenrecognized, there has been limited research that has addressed the structure and antecedents of the concept forthe hotel industry. The clarification of the dimensions is important for managers in the hotel industry as itidentifies the bundles of service attributes consumers find important. The results of the study demonstrate thatSERVPERF is a reliable and valid tool to measure service quality in the hotel industry. The instrument consistsof five dimensions, namely