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Service Experience & Expectations of Saudi Arabia Domestic Tourists in the Lodging Sector

机译：住宿领域沙特阿拉伯国内游客的服务经验和期望

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摘要

The Saudi's 2030 vision has recognized the vital role of religious tourism in the diversification of the kingdom's economy in addition to the reliance on gas and oil revenue. Currently, religious tourism contributes at least 3% of the Saudi's GDP. The government plans to double the revenue from the religious tourism by doubling the accommodation capacity for both the Hajj and Umrah visitors. The increasing number of international and luxurious hotels in Makkah and other major cities reflect a rising of the hotel industry in Saudi Arabia.;Research has documented the importance role of service quality in influencing organizational outcomes such as increasing sales profits, promoting customer loyalty, improving customer relations, enhancing customer satisfaction, and performance superiority. It's important for hotels in Saudi Arabia to provide quality service to ensure sustainable success in the competitive global market. The purpose of this study is to evaluate the service quality of Saudian hotels from the aspects of tangibility, reliability, responsiveness, assurance, empathy to determine if there is a service quality gap between the hotels in Saudi Arabia and outside the Middle East. This study adopted a qualitative approach by conducting in-depth interviews among 24 experienced hotel guests. The findings of the study can serve as reference for hotel companies to improve their service quality and to elevate the image of hotels in Saudi Arabia.
机译：沙特阿拉伯2030年的愿景不仅认识到宗教旅游业对沙特阿拉伯经济的依赖，还依赖于天然气和石油收入。目前，宗教旅游业至少贡献了沙特GDP的3％。政府计划通过增加朝j和Umrah游客的住宿能力，使宗教旅游业的收入增加一倍。麦加和其他主要城市的国际和豪华酒店数量的增加反映了沙特阿拉伯酒店业的兴起。；研究表明，服务质量在影响组织成果（如增加销售利润，提升客户忠诚度，提高服务质量）中的重要作用客户关系，增强客户满意度和性能优势。对于沙特阿拉伯的酒店而言，重要的是要提供优质的服务，以确保在竞争激烈的全球市场中取得可持续的成功。这项研究的目的是从有形性，可靠性，响应性，保证性，同理心性等方面评估沙特阿拉伯酒店的服务质量，以确定沙特阿拉伯与中东以外酒店之间的服务质量差距。这项研究采用定性方法，对24位经验丰富的酒店客人进行了深度访谈。该研究结果可为酒店公司提高服务质量和提升沙特阿拉伯酒店形象提供参考。

著录项

  • 作者

    Qarashia, Yasser Ahmad.;

  • 作者单位

    Rochester Institute of Technology.;

  • 授予单位 Rochester Institute of Technology.;
  • 学科 Management.;Marketing.;Business administration.
  • 学位 M.S.
  • 年度 2018
  • 页码 123 p.
  • 总页数 123
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 公共建筑;
  • 关键词

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