Quality Service And Customer Satisfaction Research Paper

PHD TOURISM MANAGEMENT

CURRENT ISSUES IN INTERNATIONAL HOSPITALITY AND TOURISM MANAGEMENT

EFFECT TRAINING OF HOTEL EMPLOYEES ON THE QUALITY SERVICE AND ITS EFFECT ON CUSTOMER SATSIFACTION

RAWAN FAISAL AL AFESHAT

Abstract

Purpose - The purpose of this research is to provide a research framework that examine training program, relationship between quality service and customer satisfaction in hotel. Hence, the hotel must train employee to provide better service quality to increase level of customer’s satisfaction.

Design/methodology/approach- literature reveals the essential key concept for training employees, quality service, and customer satisfaction. Methodology – qualitative approach has been agreed to handle the problem of the

The remaining of this research is unanswered questions: (1) is there a relationship between training of employees and service quality? (2) Is there a relationship between service quality and customers satisfaction?

The importance of this research

 It comes timely with the rapid changes we were witnessing which are represented in high speed in training the hotel employee on the quality service.

 This research is important since it’s a future project which is beneficial to the researchers who work in quality service.

Objectives of this

Human resource department have the essential role is to enhance the organization performance, which increase productively through providing employees with experience, job skills, and new knowledge that will improve achieve organization goals in the future. According to Goldstein & Ford (2002) training refers to a systematic approach to learning and development to improve individual, team, and organizational effectiveness. Employees receive some form of training in their job and further rely on training to improve their current skills and obtain new skills (Mathieu et al., 1992; Schlesinger and Heskett, 1990). A large number of employees can appear dissatisfied due to being assigned responsibilities without having the right knowledge and skills in that area (Heinemann & Greenberger 2002). The main resource of hotel is employee. Hence, the organization must be focus how do develop and improve of knowledge and skills of employees. According to Bell et al. (2003) training is one the most appropriate ways to increase the productivity of individual and meet organizational goals. Training is learning, teaching, organizing, and process to gain knowledge, skills and well experience for person. Frank &Mary & Tom (2009) training is