DIMENSIONS OF THE QUALITY OF SERVICE IN THE JORDANIAN TOURISM COMPANIES AND THEIR RELATIONS TO CUSTOMER SATISFACTION

Abstract

The present study aimed to reveal the reality of the dimensions of quality of service in the Jordanian tourism companies and their relationship to customer satisfaction. Preliminary data have been collected from customers through questionnaire has been designed for this purpose, after analyzing the data, the study found a positive relationship between reliability, safety, credibility and tangibility and customers satisfaction among Jordanian tourism companies. While there was no relationship between the responsiveness and eligibility and between customer satisfaction in tourism companies The study recommended that the tourism companies have to continue and concern of all the components of service quality and to enhance it in order to get the satisfaction of employees. The Jordanian tourism companies have to concern over the responsiveness and eligibility regard the respond to the customer needs, and the administration of the company should take care of the customers’ complaints and queries. The employees should shorten some of the actions in order to speed customer service. Signboards should be available at the time of provision of services, and provide a sufficient number of staff who provides service to customers. The companies should raise the efficiency of the staff, raise their deductive ability to perform their roles, provide them with the knowledge to their work, to provide staff with adequate information about the service provided, and the company should pay attention that the staff provides the services with highly skilled.