Assessing the Internal Critical Success Factors of Service Quality in Boatels: A Case Study of Egypt

Abstract

Critical success factors (CSFs) are inputs that, directly or indirectly, can contribute to a project's success. CSFs contain a variety of components, traits, requirements, or characteristics that, if properly upheld, can have a significant impact on the project's performance. Primarily internal and exterior CSFs can be easily recognized. Each of these factors cost a lot of investment whether it is internal or external. Finding essential internal success variables that have an impact on service quality for better use of investment is the aim of this study. Holistically, this study aims to examine the key success internal factors and their impact on providing high-quality service in Cruises. Internal CSFs include six variables. i.e., Senior Management Experiences, Human Resources Management (HRM), Customer focus Service culture, Management Information System (MIS), and Social Responsibility. A scale for each of these variables was used. Two hundred sixty-four returned forms were analyzed using Structural equation modeling (SEM) was used to test the measurement model of service quality internal critical success factors using AMOS 4. Keywords: internal CSFs, CSF elements, service quality (SQ), cruise