Journal ID : TRKU-07-07-2020-10864
[This article belongs to Volume - 62, Issue - 06]
Total View : 311

Title : The Effect of Entrepreneurial and Customer Orientation on Service Quality in Hotel

Abstract :

The aim of this study is to identify the effect of entrepreneurial orientation and customer orientation on service quality in hotels operating in Gaza Strip, through examining the effect of risk taking, innovativeness, reactiveness, competitive aggressiveness and autonomy, in addition to examining the effect of definition, sensitivity, measurement and implementation on service quality in hotels operating in Gaza Strip. The researcher followed the descriptive, analytical approach. Data was collected using a questionnaire, which was distributed to the targeted population of the study – the employees in 13 hotels working in Gaza Strip. The questionnaire was distributed to a sample of (250) respondents from all hotels. Total of (189) questionnaires were collected and then analyzed using SPSS program. The results showed that there is a significant relationship between entrepreneurial orientation and service quality. It also revealed a significant relationship between customer orientation and service quality. And finally it showed that there is a significant relationship between the dependent variable service quality and the independent variables "Risk Taking, Innovativeness, Reactiveness, Competitive aggressiveness, Autonomy, Definition, Sensitivity, Measurement and Implementation "so that the higher degree of the independent variables leads to a higher level of service quality in hotels. The research recommended for the management of hotels to recruit its employees from the graduates of tourism and professional colleges so as to develop the level of quality services in the hotels operating in Gaza Strip. Furthermore, carry out workshops for administration and operational departments in order to improve their skills and c

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