![]() The quantitative approach focused on the scale model SERVQUAL using a self-administered structured questionnaire which will be presented to the hotel’s guests. The qualitative approach was used to explore the management’s understanding of the guest’s perceptions, which is in conducting in-depth, open-ended inter-views using semi-structured prompt questions around the management’s knowledge about the perceptions of their guests. Methodology: The paper used mixed methods. ![]() The focus of this paper is to detect the structure of the guest’s needs and to discover the best predictor of those needs through using the SERVQUAL method which will lead to a better understanding to the service quality in a five-star hotel in Jordan, and hence, lead to better decision making concern-ing customer satisfaction.
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