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Abstract
This study investigates the service quality dimensions within five-star hotels in Cairo in Egypt and how these dimensions further impact customer satisfaction and behavior intentions. A self-administrated questionnaire was used to collect the primary data of this study. The findings obtained from factor analysis indicated five dimensions of service quality: tangibles, adequacy in service quality, understanding and caring, assurance, and Convenience. The findings also indicated that the business guests had the highest importance for the dimension of assurance, adequacy in service supply, understanding and caring, tangibles, and Convenience. Although this study's findings indicated that quality performance (i.e., adequacy in service supply, assurance, understanding, and caring) in the hotels was rationally good, lower ratings were identified for numerous factors. Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant influence on customer satisfaction and behavior inventions.
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