تحديد مستوى ابعاد جودة الخدمة دراسة ميدانية في عينة من فنادق بغداد

Abstract

The research aims to identify the level of the dimensions of quality of service in a selected sample of hotels in Baghdad (Ishtar Sheraton, Palestine Meridien,and Al-Mansour Melia), because of its important role in the revitalization of the tourism and enhance the competitiveness of it, has been selection a number of dimensions, which is an expression quality of service, and that reference to them a number of researchers in area and that was the (Tangibility, Reliability, Responsiveness, Assurance, Empathy, and Understanding of the customer), as through these dimensions can be judged whether those organizations have the quality in their services. It was the adoption of the checklist as a way head for the completion of this research was done after cohabitation field researcher for the study site and through interviews with the people involved for the purpose of completing the checklist, was to answer research questions that expressed the research problem. The research found to get dimention of (reliability) at the highest rate was (2.25) and the percentage of (0.75), while the other got-dimensional ratios close ranged between (0.67-0.72), either dimention (response) has got the lowest rate was (1.82 ), and the rate of (0.67), and aspect ratios indicate the quality of service that have been obtained on the possession of the organization researched for a satisfactory level of quality of service, but it should be on the surveyed organizations increase these percentages by improving the quality of service.