Overview

Original Research

THE IMPACT SERVICE QUALITY ON PROFITABILITY

JASSIM AHMAD AL-GASAWNEH 1, MARHANA MOHAMED ANUAR 2, ALA'EDDIN AHMAD 3, and NAWRAS NUSAIRAT 4.

Vol 17, No 12 ( 2022 )   |  DOI: 10.5281/zenodo.7432301   |   Author Affiliation: Department of Marketing, Faculty of Business, Applied Science Private University, Amman, Jordan 1,4; Department of Marketing, Faculty of Business, Economics and Social Development, Universiti of Malaysia Terengganu, Kuala Nerus, Terengganu, Malaysia 2; E-Marketing and Social Media Department, Princess Sumaya University for Technology (PSUT), Amman, Jordan 3.   |   Licensing: CC 4.0   |   Pg no: 490-499   |   To cite: JASSIM AHMAD AL-GASAWNEH, et al., (2022). THE IMPACT SERVICE QUALITY ON PROFITABILITY. 17(12), 490–499. https://doi.org/10.5281/zenodo.7432301   |   Published on: 13-12-2022

Abstract

The current investigated the impact of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy) on profitability of Jordanian hotels. The sample of this study comprised of general managers of Jordanian hotels. A total of 162 respondents were surveyed via a self-administered survey. Partial least squares structural equation modelling using Smart PLS 3.3.9 software was used to analyze the data. The finding of the study indicated that dimensions (tangibility, reliability, responsiveness, assurance, empathy) impacted profitability of Jordanian hotels. This study provides significant contributions to theory and practice. From a theoretical perspective. For contribution to practice, this study suggests that hotels can enhance their profitability by focusing on service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy).

Keywords

Hotels, SERVQUAL, market share