Evidence Implementation Plan

Abstract

The focus of this paper is to detect the structure of the guest’s needs and to discover the best predictor of those needs through using the SERVQUAL method which will lead to a better understanding to the service quality in a five-star hotel in Jordan, and hence, lead to better decision making concerning customer satisfaction. Methodology: The paper used mixed methods. The qualitative approach was used to explore the management’s understanding of the guest’s perceptions, which is in conducting in-depth, open-ended interviews using semi-structured prompt questions around the management’s knowledge about the perceptions of their guests. The quantitative approach focused on the scale model SERVQUAL using a self-administered structured questionnaire which will be presented to the hotel’s guests. Results and conclusion: Based on empirical evidence and previous studies, this paper reached a point where a benefit for change is actually happening at the end of the research’s period using the scale model SERVQUAL. This could be measured through the tools that are mentioned in this research paper.