ASSESSING THE QUALITY OF HOSPITALITY SERVICES IN ECO-LODGES

Abstract

In order to understand customers' perceptions about the quality of hospitality services provided in eco-lodges or any type of hotels, the current level of quality should be assessed from the customers' point of view. The current study aims to assess the level of quality of hospitality services provided in eco-lodges. To achieve this objective, a self-administrated questionnaire was developed and distributed on a random sample of customers stayed in the investigated eco-lodges which were ten eco-lodges (according to the Egyptian Hotel Guide,2013) in Siwa and Nuibaa during the period from December 2016 to June 2017, to investigate their perceptions towards quality of hospitality services provided. The questionnaire consisted of six sections that covered (customers' demographic data, popularity of eco-lodges, source of information, reasons of staying in an eco-lodge, list of ten dimensions which evaluates the level of quality according to the Lodging Quality Index (LQI) and Overall satisfaction). A sum of 400 forms was distributed among them. The number of the returned questionnaires was 372 forms (93%); only 355 forms (95.43%) of the returned forms were valid. The findings of the study indicated that there were positive perceptions and general satisfaction towards the quality of the hospitality services provided in the investigated eco-lodges. Based on the study findings, the main recommendations were: Offering a variety in menu items and applying standard recipes of menus' items, increasing the number of eco-lodges' rooms and guest supplies, adding more recreational facilities.