The Impact of the Restaurants Services Quality on Customers Satisfaction in Aqaba Special Economic Zone Authority (ASEZA)
DOI:
https://doi.org/10.25255/jss.2018.7.2.157.171Keywords:
Service Quality, Customer Satisfaction, Tourism Services, Aqaba Special Economic Zone AuthorityAbstract
The study aims to analyze the impact of the restaurants services quality on customer's satisfaction in Aqaba Special Economic Zone Authority (ASEZA). The study sample consisted of 408 tourists; the Statistical Package for Social Sciences (SPSS) was used to process the study data. The study showed that there was a statistically significant impact (Tangibles, Responsiveness) on the satisfaction of customers in the special economic zone. The study recommends that the facilities and facilities of the restaurant should be taken into consideration. The researcher also stressed that the restaurant should have advanced equipment and equipment to assist the employee in doing business.
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References
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Alananzeh, O., Masa’deh, R., Jawabreh, O., Ali, A., & Randa, H. (2018). The Impact of Customer Relationship Management on Tourist Satisfaction: The Case of Radisson Blue Resort in Aqaba City. Journal of Environmental Management and Tourism, 2(26).
Al Azmi, N., Al-Lozi, M., Zu’bi, Z., & Dahiyat, S. (2012). Patients Attitudes toward Service Quality and its Impact on their Satisfaction in Physical Therapy in KSA Hospitals. European Journal of Social Sciences, 34(2), 300-314.
Al-Hussein, M., Jawabreh, O., Alananzeh, O., & Ali, M. (2015). The Impact of Understanding the Behavior of Workers on the Success of Management(A Case Study of Five Star Hotels in Aqaba). Journal of Management Research, (7)3, http://dx.doi.org/10.5296/jmr.v7i3.7115
Alshawagfih, K., Alananzeh, O., & Jawabreh, O. (2015). The Foundations of Selecting Cultural Tourism Product in Jordan. European Scientific Journal, 11(29).
Al Zoabi, A. (2018). Customer Relationship Marketing, University Book House, Al Ain, UAE.
Amya, M., & Jawabreh, O. (2011). Mutual Impact between Tourism and the Host Community (A Case Study of Wadi Rum). European Journal of Social Sciences, 19(1).
Bazazo, I., & Alimareh, A. (2010). Assessing The Reality of Implementing Total Quality Management in Hotels: Field Study on a Sample of Five Star Hotels in Jordan. Journal of Human Sciences, 45(7).
Berry, L. (1992). Competing With Quality, Service in Good Times and Bad, Executive Digest. Business Horizons, 52(3).
Deming, W. (1982). Quality, Productivity and. Competitive Position. Cambridge, MA: Massachusetts Institute of Technology, Center for Advanced Engineering Study.
Dennis, A., Michael, D., Robert, D., & Peter B. (2015). Measuring Service Quality in Mid-scale Hotels. International Journal of Contemporary Hospitality Management, 27, https://doi.org/10.1108/IJCHM-06-2013-0254
Elizabeth, V., & Helen W. (2011). The Disabled Student Experience: Does The SERVQUAL Scale Measure up?. Quality Assurance in Education, 19(1), https://doi.org/10.1108/09684881111107744
François, A., Carrillat, F.J., & Jay P. (2007). The Validity of The Servqual and Server Scales: A Metanalytic View of 17 Years of Research Across Five Continents. International Journal of Service Industry Management, 18(5), https://doi.org/10.1108/09564230710826250
Gharaibeh, A., Maqableh, M., & Karajeh, H. (2013). An Empirical Study of Antecedents and Outcomes of Knowledge Sharing Capability in Jordanian Telecommunication Firms: A Structural Equation Modeling Approach. Life Science Journal, 10(4), 2284-2296.
Jalil, M. (2007). Measuring The Satisfaction of Jordanian Industrial Companies on The Quality of Consultancy Services Operating in Jordan, Unpublished Master Thesis, Amman Arab University, Amman, Jordan.
Jawabreh, O. (2012). Tourism and Hotel Marketing, Dar Al Warraq Publishing and Distribution, Amman, Jordan.
Jawabreh, O. (2014). The Impact of Customer Relationship Marketing by Aqaba Economic Zone: A Case Study of Five Stars Hotels. International Journal of Academic Research in Accounting, Finance and Management Sciences, 4(1). URL: http://dx.doi.org/10.6007/IJARAFMS/v4-i1/583
Jawabreh, O. (2017). Distinction of Jordan as a Destination for Religious Tourism. Journal of Environmental Management and Tourism, 6(22), 1171-1182. DOI:10.14505/jemt.v8.6(22).03.
Jawabreh, O., & Alsarayreh, M. (2017). Analysis of Job Satisfaction in The Hotel Industry: A Study of Hotels Five-Stars in Aqaba Special Economic Zone Authority (AZEZA). International Journal of Applied Business and Economic Research, 15(19).
Jawabreh, O., Alananzeh, O., & Shatnawi, H. (2015). Managing Tourism Effects for Attitudes of Jordanians towards Tourism: The Case of Petra. European Journal of Social Sciences, 48(1).
Jawabreh, O., Al Jaffal, T., Abdelrazaq, H., & Mahmoud, R. (2018). The Impact of Menus on The Customer Satisfaction in Restaurants Classified in Aqaba Special Economic Zone Authority (ASEZA). Journal of Tourism, Hospitality and Sports, 33.
Jasmina, G. (2007). Concepts of Service Quality Measurement in Hotel Industry, USA.
Jiju, A., Frenie, A., & Sid, G. (2004). Evaluating Service Quality in a UK hotel Chain: A Case Study. International Journal of Contemporary Hospitality Management, 16(6), 380-384, https://doi.org/10.1108/09596110410550833
Jenet, A. (2001). The Relationship between Customer Satisfaction and Service Quality: A Study of Three Service Sectors in Umeå, Umeå School of Business, Sweden.
Hamsanandini,U., Oun-Joung, P., & Jong-Hyun, R. (2017). Influence of Empathy on Hotel Guests’ Emotional Service Experience. Journal of Services Marketing, 31(6), https://doi.org/10.1108/JSM-06-2016-0220
Kateb, M., Swies, R., Obeidat, B., & Maqableh, M. (2015). An Investigation on the Critical Factors of Information System Implementation in Jordanian Information Technology Companies. European Journal of Business and Management, 7(36), 11-28.
Khafaji, R. (2012). Customer Satisfaction as an Intermediate Variable between Quality of Service and Customer Loyalty: Case Study in The Babylon National Bank, Al-Ghari. Journal of Economic and Administrative Sciences, 258.
Kotler, P., & Bowen, J. (2012). Marketing for Hospitality and Tourism, 6th Edition, USA.
Maqableh, M., & Karajeh, H. (2014). Job Scheduling for Cloud Computing Using Neural Networks. Communications and Network, 6(3), 191-200.
Marcjanna, A., & Arthur, S. (2005). Is The Servqual Scale an Adequate Measure of Quality in Leisure, Tourism and hospitality?, Advances in Hospitality and Leisure, 1, 3-24.
Masa’deh, R., Shannak, R., & Maqableh, M. (2013). A Structural Equation Modeling Approach for Determining Antecedents and Outcomes of Students’ Attitude toward Mobile Commerce Adoption. Life Science Journal, 10(4), 2321-2333.
Mishal, F. (2015). The Impact of Quality of Hotel Services on The Satisfaction of Guests of Five Star Hotels in the City of Amman, Unpublished MA Thesis, Zarqa University.
Mohammad, A., Jawabreh,O., Khalid, A., & Mohammed, A. (2011). Tourism Promotion through The Internet (Websites) (Jordan as a Case Study), Asian Social Science, 7(6); doi:10.5539/ass.v7n6p125.
Mohinder, C. (2010). The Impact of HRM Practices on Service Quality, Customer Satisfaction and Performance in The Indian Industry. International Journal of Human Resource Management, 21(4), 551-566.
Mohsin, B., & de Run, E. (2010). Private Healthcare Quality: Applying a SERVQUAL Model. International Journal of Health Care Quality Assurance, 23(7), https://doi.org/10.1108/09526861011071580
Obeidat, B., El-Rimawi, S., Maqableh, M., & Al-Jarrah, I. (2013). Evaluating the Profitability of the Islamic Banks in Jordan. European Journal of Economics, Finance and Administrative Sciences, 56, 27-36.
Obeidat, B., Tarhini, A., & Aqqad, N. (2017). The impact of Intellectual Capital on Innovation via the Mediating Role of Knowledge Management: A Structural Equation Modelling Approach. International Journal of Knowledge Management Studies, 8(3-4), 273-298.
Olive, G., & Martin, A. (1996). SERVQUAL and The Northern Ireland Hotel Sector: A Comparative Analysis‐part 1. Managing Service Quality: An International Journal, 6(6), 25-32, https://doi.org/10.1108/09604529610149194
Rahim, A.G. (2017). Customer Satisfaction and Loyalty: A Study of Interrelationships and Effects in Nigerian Domestic Airline Industry. Oradea Journal of Business and Economics, II(1).
Riadh, L. (2009). A Review of Twenty Years of SERVQUAL Research. International Journal of Quality and Service Sciences, 1(2), https://doi.org/10.1108/17566690910971445
Rousan, A. (2007). Factors Affecting Quality of Hotel Service: An Applied Study on a Sample of Five Star Hotel Guests in Jordan. Third International Symposium on Quality and Excellence, Skikda University, Faculty of Economic Sciences and Management Sciences.
Shannak, R., & Obeidat, B. (2012). Culture and the Implementation Process of Strategic Decisions in Jordan. Journal of Management Research, 4(4), 257-281. https://doi.org/10.5296/jmr.v4i4.2160
Tarhini, A., Mgbemena, C., & Trab, MSA. (2015). User Adoption of Online Banking in Nigeria: A Qualitative Study. Journal of Internet Banking and Commerce, 20(3), 1-8.
Tarhini, A., Mohammed, A., & Maqableh, M. (2016). Modeling Factors Affecting Student's Usage Behaviour of E-Learning Systems in Lebanon. International Journal of Business and Management, 11(2), 299. https://doi.org/10.5539/ijbm.v11n2p299
Thanika, D.J. (2004). Exploring International Tourists' Perceptions of Hotel Operations by Using a Modified SERVQUAL Approach–A Case Study of Mauritius. Managing Service Quality: An International Journal, 14(5), https://doi.org/10.1108/09604520410557967
Vanniarajan, T. (2009). Dineserv: A Tool for Measurement Service Quality in Restaurants. Journal of Marketing and Communication, 4(3), 41-52.
Yong‐Pil, K.., Kye‐Wan, K., & Yun, D. (2003). Exploration and Development of SERVQUAL. Asian Journal on Quality, 4(1), https://doi.org/10.1108/15982688200300008
Abu Ghazala, S. (2006).Tourism Services Management, Zahran Publishing House, Amman.
Abu Rumman, A., Jawabreh, A., Khaled, A., & Abu Hamour, A. (2013). The Impact of Work Environment on the Average of Job Turnover in Five-Star Hotels in Al-Aqaba City. Business Management and Strategy, 4(2), DOI: https://doi.org/10.5296/bms.v4i2.4020
Ahmed, T., & Jawabreh, O. (2012). Impact of Customer Relationship Management of Hotel (A Case study UmaidBhwan). Asian Journal of Finance & Accounting, 4(1). http://dx.doi.org/10.5296/ajfa.v4i1.1362.
Alananzeh, O., Masa’deh, R., Jawabreh, O., Ali, A., & Randa, H. (2018). The Impact of Customer Relationship Management on Tourist Satisfaction: The Case of Radisson Blue Resort in Aqaba City. Journal of Environmental Management and Tourism, 2(26).
Al Azmi, N., Al-Lozi, M., Zu’bi, Z., & Dahiyat, S. (2012). Patients Attitudes toward Service Quality and its Impact on their Satisfaction in Physical Therapy in KSA Hospitals. European Journal of Social Sciences, 34(2), 300-314.
Al-Hussein, M., Jawabreh, O., Alananzeh, O., & Ali, M. (2015). The Impact of Understanding the Behavior of Workers on the Success of Management(A Case Study of Five Star Hotels in Aqaba). Journal of Management Research, (7)3, http://dx.doi.org/10.5296/jmr.v7i3.7115
Alshawagfih, K., Alananzeh, O., & Jawabreh, O. (2015). The Foundations of Selecting Cultural Tourism Product in Jordan. European Scientific Journal, 11(29).
Al Zoabi, A. (2018). Customer Relationship Marketing, University Book House, Al Ain, UAE.
Amya, M., & Jawabreh, O. (2011). Mutual Impact between Tourism and the Host Community (A Case Study of Wadi Rum). European Journal of Social Sciences, 19(1).
Bazazo, I., & Alimareh, A. (2010). Assessing The Reality of Implementing Total Quality Management in Hotels: Field Study on a Sample of Five Star Hotels in Jordan. Journal of Human Sciences, 45(7).
Berry, L. (1992). Competing With Quality, Service in Good Times and Bad, Executive Digest. Business Horizons, 52(3).
Deming, W. (1982). Quality, Productivity and. Competitive Position. Cambridge, MA: Massachusetts Institute of Technology, Center for Advanced Engineering Study.
Dennis, A., Michael, D., Robert, D., & Peter B. (2015). Measuring Service Quality in Mid-scale Hotels. International Journal of Contemporary Hospitality Management, 27, https://doi.org/10.1108/IJCHM-06-2013-0254
Elizabeth, V., & Helen W. (2011). The Disabled Student Experience: Does The SERVQUAL Scale Measure up?. Quality Assurance in Education, 19(1), https://doi.org/10.1108/09684881111107744
François, A., Carrillat, F.J., & Jay P. (2007). The Validity of The Servqual and Server Scales: A Metanalytic View of 17 Years of Research Across Five Continents. International Journal of Service Industry Management, 18(5), https://doi.org/10.1108/09564230710826250
Gharaibeh, A., Maqableh, M., & Karajeh, H. (2013). An Empirical Study of Antecedents and Outcomes of Knowledge Sharing Capability in Jordanian Telecommunication Firms: A Structural Equation Modeling Approach. Life Science Journal, 10(4), 2284-2296.
Jalil, M. (2007). Measuring The Satisfaction of Jordanian Industrial Companies on The Quality of Consultancy Services Operating in Jordan, Unpublished Master Thesis, Amman Arab University, Amman, Jordan.
Jawabreh, O. (2012). Tourism and Hotel Marketing, Dar Al Warraq Publishing and Distribution, Amman, Jordan.
Jawabreh, O. (2014). The Impact of Customer Relationship Marketing by Aqaba Economic Zone: A Case Study of Five Stars Hotels. International Journal of Academic Research in Accounting, Finance and Management Sciences, 4(1). URL: http://dx.doi.org/10.6007/IJARAFMS/v4-i1/583
Jawabreh, O. (2017). Distinction of Jordan as a Destination for Religious Tourism. Journal of Environmental Management and Tourism, 6(22), 1171-1182. DOI:10.14505/jemt.v8.6(22).03.
Jawabreh, O., & Alsarayreh, M. (2017). Analysis of Job Satisfaction in The Hotel Industry: A Study of Hotels Five-Stars in Aqaba Special Economic Zone Authority (AZEZA). International Journal of Applied Business and Economic Research, 15(19).
Jawabreh, O., Alananzeh, O., & Shatnawi, H. (2015). Managing Tourism Effects for Attitudes of Jordanians towards Tourism: The Case of Petra. European Journal of Social Sciences, 48(1).
Jawabreh, O., Al Jaffal, T., Abdelrazaq, H., & Mahmoud, R. (2018). The Impact of Menus on The Customer Satisfaction in Restaurants Classified in Aqaba Special Economic Zone Authority (ASEZA). Journal of Tourism, Hospitality and Sports, 33.
Jasmina, G. (2007). Concepts of Service Quality Measurement in Hotel Industry, USA.
Jiju, A., Frenie, A., & Sid, G. (2004). Evaluating Service Quality in a UK hotel Chain: A Case Study. International Journal of Contemporary Hospitality Management, 16(6), 380-384, https://doi.org/10.1108/09596110410550833
Jenet, A. (2001). The Relationship between Customer Satisfaction and Service Quality: A Study of Three Service Sectors in Umeå, Umeå School of Business, Sweden.
Hamsanandini,U., Oun-Joung, P., & Jong-Hyun, R. (2017). Influence of Empathy on Hotel Guests’ Emotional Service Experience. Journal of Services Marketing, 31(6), https://doi.org/10.1108/JSM-06-2016-0220
Kateb, M., Swies, R., Obeidat, B., & Maqableh, M. (2015). An Investigation on the Critical Factors of Information System Implementation in Jordanian Information Technology Companies. European Journal of Business and Management, 7(36), 11-28.
Khafaji, R. (2012). Customer Satisfaction as an Intermediate Variable between Quality of Service and Customer Loyalty: Case Study in The Babylon National Bank, Al-Ghari. Journal of Economic and Administrative Sciences, 258.
Kotler, P., & Bowen, J. (2012). Marketing for Hospitality and Tourism, 6th Edition, USA.
Maqableh, M., & Karajeh, H. (2014). Job Scheduling for Cloud Computing Using Neural Networks. Communications and Network, 6(3), 191-200.
Marcjanna, A., & Arthur, S. (2005). Is The Servqual Scale an Adequate Measure of Quality in Leisure, Tourism and hospitality?, Advances in Hospitality and Leisure, 1, 3-24.
Masa’deh, R., Shannak, R., & Maqableh, M. (2013). A Structural Equation Modeling Approach for Determining Antecedents and Outcomes of Students’ Attitude toward Mobile Commerce Adoption. Life Science Journal, 10(4), 2321-2333.
Mishal, F. (2015). The Impact of Quality of Hotel Services on The Satisfaction of Guests of Five Star Hotels in the City of Amman, Unpublished MA Thesis, Zarqa University.
Mohammad, A., Jawabreh,O., Khalid, A., & Mohammed, A. (2011). Tourism Promotion through The Internet (Websites) (Jordan as a Case Study), Asian Social Science, 7(6); doi:10.5539/ass.v7n6p125.
Mohinder, C. (2010). The Impact of HRM Practices on Service Quality, Customer Satisfaction and Performance in The Indian Industry. International Journal of Human Resource Management, 21(4), 551-566.
Mohsin, B., & de Run, E. (2010). Private Healthcare Quality: Applying a SERVQUAL Model. International Journal of Health Care Quality Assurance, 23(7), https://doi.org/10.1108/09526861011071580
Obeidat, B., El-Rimawi, S., Maqableh, M., & Al-Jarrah, I. (2013). Evaluating the Profitability of the Islamic Banks in Jordan. European Journal of Economics, Finance and Administrative Sciences, 56, 27-36.
Obeidat, B., Tarhini, A., & Aqqad, N. (2017). The impact of Intellectual Capital on Innovation via the Mediating Role of Knowledge Management: A Structural Equation Modelling Approach. International Journal of Knowledge Management Studies, 8(3-4), 273-298.
Olive, G., & Martin, A. (1996). SERVQUAL and The Northern Ireland Hotel Sector: A Comparative Analysis‐part 1. Managing Service Quality: An International Journal, 6(6), 25-32, https://doi.org/10.1108/09604529610149194
Rahim, A.G. (2017). Customer Satisfaction and Loyalty: A Study of Interrelationships and Effects in Nigerian Domestic Airline Industry. Oradea Journal of Business and Economics, II(1).
Riadh, L. (2009). A Review of Twenty Years of SERVQUAL Research. International Journal of Quality and Service Sciences, 1(2), https://doi.org/10.1108/17566690910971445
Rousan, A. (2007). Factors Affecting Quality of Hotel Service: An Applied Study on a Sample of Five Star Hotel Guests in Jordan. Third International Symposium on Quality and Excellence, Skikda University, Faculty of Economic Sciences and Management Sciences.
Shannak, R., & Obeidat, B. (2012). Culture and the Implementation Process of Strategic Decisions in Jordan. Journal of Management Research, 4(4), 257-281. https://doi.org/10.5296/jmr.v4i4.2160
Tarhini, A., Mgbemena, C., & Trab, MSA. (2015). User Adoption of Online Banking in Nigeria: A Qualitative Study. Journal of Internet Banking and Commerce, 20(3), 1-8.
Tarhini, A., Mohammed, A., & Maqableh, M. (2016). Modeling Factors Affecting Student's Usage Behaviour of E-Learning Systems in Lebanon. International Journal of Business and Management, 11(2), 299. https://doi.org/10.5539/ijbm.v11n2p299
Thanika, D.J. (2004). Exploring International Tourists' Perceptions of Hotel Operations by Using a Modified SERVQUAL Approach–A Case Study of Mauritius. Managing Service Quality: An International Journal, 14(5), https://doi.org/10.1108/09604520410557967
Vanniarajan, T. (2009). Dineserv: A Tool for Measurement Service Quality in Restaurants. Journal of Marketing and Communication, 4(3), 41-52.
Yong‐Pil, K.., Kye‐Wan, K., & Yun, D. (2003). Exploration and Development of SERVQUAL. Asian Journal on Quality, 4(1), https://doi.org/10.1108/15982688200300008
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Published
2018-04-01
How to Cite
Nassar, N. M., & Al Zoubi, A. F. (2018). The Impact of the Restaurants Services Quality on Customers Satisfaction in Aqaba Special Economic Zone Authority (ASEZA). Journal of Social Sciences (COES&Amp;RJ-JSS), 7(2), 157–171. https://doi.org/10.25255/jss.2018.7.2.157.171
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