The hospitality industry has witnessed an impressive growth in the recent past. However, this has also led to fierce competition resulting in an enhanced focus on customer satisfaction. This study investigates and identifies critical service dimensions for five-star hotels in United Arab Emirates (UAE). The objective of the study is to examine the intricacies of customer satisfaction and loyalty with regard to service quality in the fivestar hotels of UAE. Following a quantitative and empirical approach, the data was collected by a structured questionnaire and tested on Analytic Hierarchy

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This study explores the residents’ perceptions of economic, socio-cultural and environmental impacts of a mega-event (World Expo 2020) to be held in Dubai, as well as their level of inclination to participate in the event. The event organizers announced a requirement of thirty thousand volunteers to assist them in successfully organizing the mega event. Such events could prove to be landmarks in destination brand building and may lead to an increase in the number of tourists. The purpose of the study is to gauge the level of understanding about the event impacts within the resident population and their willingness to get involved in event organization. Priory studies of perceptions about the economic, cultural and environmental impacts of a mega-event, are well-nigh non-existent, especially for World Expositions. This study explores residents’ perception to get a fair idea of how they get involved in a mega event that will surely have profound impacts on the destination. Drawing on stakeholder theory and triple bottom line (TBL) model, the study uses primary data collected from more than two hundred fifty residents of the region, through a structured questionnaire. The data analysis follows a descriptive design supported by SEM and path analysis. Major findings indicate favorable and promising responses from the residents, and brings forth the scope to improve the level of involvement of the residents to make the event a success.

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