This paper aims to examine the relationship between tourism service quality, tourism loyalty and tourism satisfaction expectations in hotel industry. In this paper, the service quality standard model has been used for evaluation of service quality, Parasuraman, Zeithaml, & Berry (1985, 1988. Fornell et al. (1996) and Oh (2000) models with revision was used for evaluating the loyalty, and the instrument presented by Cauana, Money, and Berthon (2000) was used for evaluation of customer satisfaction. The focus of this research is five stars hotels in Jordan, and 322 customers of these hotels were sampled. The results of this paper demonstrate that in all aspects, customers' expectation, are higher than their perceptions of the hotels services. In addition, this research findings show that customer satisfaction plays the role of a mediator in the effects of service quality on service loyalty. Moreover, the findings of this study provide tourism professionals in Jordan with more insight about the idea of TSQ and help them improve the quality of their services.
Jordan is a country rich with history, both modern and ancient, and its ancient past is best reflected by the thousands of archaeological sites peppered within its borders. Tourists travel from all over the world to visit Jordan and see its antiquities first-hand, contributing significantly to the ever-important Jordanian tourism industry. The interaction between tourism and archaeology is such that the two subjects share a department at the University of Jordan and a ministry in the Jordanian government. This study explores the political relationship between tourism and archaeology through the lens of Jordan’s largest tourist attraction, the ancient city of Petra. In particular, the study asks how archaeologists and tourism experts evaluate the management plans of Petra, whether these two groups find themselves in conflict or not, and whether the relationship between tourism and archaeology has squandered the many attempts at implementing a management plan at the Petra site. This study used both qualitative data in the form of interviews with academics, businesspeople, and government officials, and quantitative data in the form of a survey of faculty at the University of Jordan. The result revealed that respondents are split between those who think tourism and archaeology are destined to clash, and those who think that archaeology should adapt to the needs of tourism.
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