The Influence of Service Quality on the Growth of the Tourism Industry

Abstract

There is a great attention to service quality in all aspects of business in businesses oriented towards providing services and achieving competitive advantage. The Kingdom of Saudi Arabia pays great attention to tourism in accordance with the Kingdom’s Vision (2030). Therefore, the Kingdom has taken many measures aimed at making the Kingdom of Saudi Arabia an influential tourist destination by exploiting the Kingdom’s strategic location, Therefore, organizations seek to improve and diversify the strategies used to improve the quality of service. The purpose of this study is to identify the reality of applying service quality from tourist’s point of view in hotels in Riyadh city, measure the level of tourists’ satisfaction from tourist’s point of view in hotels of Riyadh city and identify the impact of service quality with its dimensions (Tangibles, Reliability, Responsiveness, Competence and Communication) in hotels in Riyadh from tourist’s point of view. This study used a quantitative methodology, gathering primary data from the sample through the use of a questionnaire applied on a sample of (425) tourists in hotels of Riyadh city in Kingdom of Saudi Arabia depending on electronic questionnaire about the research. SPSS was used in the analysis. The results demonstrated that service quality with element of tangible partially significant effect on customer satisfaction. Findings also show that reliability, responsiveness, competence and communication have high level of effect on the Tourism Industry.