The Impact of Service Quality on Business Performance in Qatar-Based Hotels: An Empirical Study

Abstract

This study focuses on the impact of service quality on business performance in Qatar-based hotels. The study tests fifteen hypotheses built on existing theoretical models. The research adopts survey sampling method and uses the structural equation modeling approach. Empirical data were collected through the tourists of ten 5-star hotels in Qatar using the simple random sampling technique (n ¼ 243). The findings revealed significant interrelations of tangibles, reliability, and empathy with financial, nonfinancial, and operational performance of the surveyed hotels. Responsiveness and assurance had a significant interrelation with nonfinancial performance and operational performance respectively. Based on the findings of this study, the paper discusses key managerial implications to improve specific dimensions of service quality for enhanced business performance. This paper has a special relevance for hotels in Qatar as they witness steady growth and seek avenues for improvement in service quality for a sustainable business performance.

Transformational Leadership in The Hotel Industry: A New Look at The Service-Profit-Chain Concept

“…The result of this study found that service quality does not directly affect financial performance. This result is similar to previous research by Nair (2016) in a hotel setting, which found that service quality may not be the only determinant of financial performance. Many factors may affect the hotel's financial performance, such as marketing, branding, customer retention, and customer loyalty (Nair, 2016).…”

“…This result is similar to previous research by Nair (2016) in a hotel setting, which found that service quality may not be the only determinant of financial performance. Many factors may affect the hotel's financial performance, such as marketing, branding, customer retention, and customer loyalty (Nair, 2016). The absence of a significant relationship between service quality and financial performance may indicate that the organizations are not focusing do providing provide draw the customers' attention (Goyit, 2015).…”

Service Quality in Hospitality and the Sustainability Effect: Systematic Literature Review and Future Research Agenda

“…The previous statement is understandable considering that a better service quality increases the perceived quality by the customer [61,62]. Therefore, an improvement in service quality will have a positive impact on the company performance [63,64]. Furthermore, within the five dimensions, safety, empathy, trust, sensitivity and tangibility of quality service [65], those with a higher impact are trust, tangibility an empathy.…”

Sağlık Otelciliğinde Hizmet Kalitesinin Marka Performansı Üzerine Etkisi

“…Sultan ve Wong (2018) eğitim sektöründe yapmış oldukları bir çalışma sonucunda servis kalitesinin marka performansını, marka imajını ve davranışsal niyeti etkilediği sonucuna ulaşmışlardır. Nair (2016) ise turizm sektöründe yapmış olduğu bir araştırma sonucunda hizmet kalitesinin işletme performansını olumlu yönde etkilediğini tespit etmiştir. Ayrıca Zeithaml (2000) ile Duncan & Elliot (2002) artan hizmet kalitesinin işletme gelirlerini, karlılığını ve satış hacmini olumlu yönde etkilediğini belirtmişlerdir.…”