Open Science Research Excellence
%0 Journal Article
%A Al-Rousan and  M. Ramzi and  Badaruddin Mohamed
%D 2010 
%J  International Journal of Economics and Management Engineering
%B World Academy of Science, Engineering and Technology
%I International Science Index 43, 2010
%T Customer Loyalty and the Impacts of Service Quality:The Case of Five Star Hotels in Jordan
%U http://waset.org/publications/4322
%V 43
%X In the present Jordan hotels scenario, service quality is
a vital competitive policy to keep customer support and build great
base. Hotels are trying to win customer loyalty by providing enhanced
quality services. This paper attempts to examine the impact of tourism
service quality dimension in the Jordanian five star hotels. A total of
322 surveys were administrated to tourists who were staying at three
branches Marriott hotel in Jordan. The results show that dimensions of
service quality such as empathy, reliability, responsiveness and
tangibility significantly predict customer loyalty. Specifically, among
the dimension of tourism service quality, the most significant predictor
of customer loyalty is tangibility. This paper implies that five star
hotels in Jordan should also come forward and try their best to present
better tourism service quality to win back their customers- loyalty.
%P 1702 - 1708