An Examination of Quality from the Providers' Perspective: A Study of Algerian Hotels

Terkmani, Meriem; Ghidouche Ait-yahia, Kamila

المعيار
Volume 15, Numéro 2, Pages 527-538
2024-12-05

An Examination Of Quality From The Providers' Perspective: A Study Of Algerian Hotels

Authors : Terkmani Meriem . Ghidouche Ait-yahia Kamila .

Abstract

This paper examines the significance of understanding service quality (SQ) from a global perspective that includes the service provider's viewpoint in the hotel industry. While there is extensive literature on service quality from the customer's perspective, research on how service providers perceive quality is limited. A qualitative study was conducted with nine hotel managers in Algeria, based on service quality criteria, to explore their perceptions. The findings reveal a discrepancy between the criteria used by customers to assess hotel service quality and those emphasized by managers, who rely more on normative standards. This study underscores the importance of considering the service provider's perspective to achieve a comprehensive approach to improving service quality.