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Service Quality of Hotels in Abu Dhabi, UAE

Author

Listed:
  • Burton A. Aggabao

    (University of Fujairah, United Arab Emirates Author-2-Name: Fermin G. Castillo, Jr Author-2-Workplace-Name: "University of Fujairah, Fujairah, United Arab Emirates ")

Abstract

"Objective � The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique � This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings � Analysis of data disclosed that the service quality of hotels in Abu Dhabi was appraised as �very good to excellent�. Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty � The hotel industry in the UAE is sustainable due to the UAE�s progressive plans and competitiveness. "

Suggested Citation

  • Burton A. Aggabao, 2016. "Service Quality of Hotels in Abu Dhabi, UAE," GATR Journals jmmr114, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jmmr114
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    More about this item

    Keywords

    Tourism; Tourist; Service Quality; Customer Service; Hospitality Management;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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