The Impact of the Quality System on Guest Satisfaction in Hotels (Study of a Sample of Tourists in Erbil and Sulaymaniyah Governorates)

Abstract

The researcher here is trying to answer the following central question: What is the effect of the quality system on guest satisfaction in hotels? This study's importance lies in a comprehensive framework for testing the relationship between the quality system and guest satisfaction in hotels in Erbil and Sulaymaniyah governorates. In this study, the researcher relied on the descriptive approach, which is based on collecting information related to the apparent phenomenon through a questionnaire form prepared for this matter. The study reached a set of results, the most important of which is that intense competition forced hotels to pay attention to the quality system to meet the needs of the guests because it is the basic rule on which satisfaction depends. Guest service because it is a measure of the success or failure of hotels. The study recommends a set of recommendations, the most important of which are introducing and educating hotel employees in Erbil and Sulaymaniyah governorates about the concept of quality and how to apply it in hotels, as many tourist service institutions are unable to succeed in improving the quality of their services because their human staff do not have the knowledge or The necessary skills in implementing and managing the service concept and its quality.