دور استخدام تكنولوجيا المعلومات في تحسين جودة الخدمات الفندقية (دراسة ميدانية على الفنادق في محافظة اللاذقية)
Abstract
يتمثل الهدف من البحث في معرفة دور استخدام تكنولوجيا المعلومات IT في تحسين جودة الخدمات الفندقية. من أجل ذلك اتبع المنهج الوصفي وتم تصميم استبيان وفق مقياس لايكرت الخماسي، الذي ينقسم لقسمين. القسم الأول يتضمن أسئلة عن توفر التكنولوجيا في الفنادق والقسم الثاني يتضمن أسئلة عن جودة الخدمات الفندقية المقدمة. وزع الاستبيان على مستخدمي IT في أربعة فنادق من فئتي خمس وأربع نجوم في اللاذقية من مدراء وموظفين وبلغ عدد الاستبيانات الصالحة للدراسة 75 استبيان.
توصل البحث لعدة نتائج أهمها وجود دور إيجابي لتكنولوجيا المعلومات في مختلف أبعاد جودة الخدمات المتمثلة بالملموسية والاستجابة والاعتمادية والضمان والتعاطف، كما تم اقتراح توصيات لتحسين جودة الخدمات من خلال التكنولوجيا كإضافة خدمات جديدة أتاحتها التكنولوجيا وبناء قاعدة بيانات خاصة بتفضيلات العملاء.
The purpose of this study is to determine the role of Information technology (IT) in improving hotel service quality. To do that a questionnaire was designed according to Likert scale Quintet.The questionnaire is divided into two sections; first section includes questions about the availability of IT at the hotels, second section includes questions about quality of services provided at the hotels. The questionnaires were distributed to computer users including managers and staff in four of five-star and four-star hotels in Latakia. The returned and valid questionnaires were 75.
The research concluded that the use of information technology in hotels affects positively all the five dimensions of service quality which are tangibility, responsiveness, reliability, assurance, and empathy. Some recommendations have been put forward in order to enhance service quality through IT use, such as offering new technology based services and creating a database for resident's preferences.
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