THE IMPACT OF SERVICE QUALITY ON BUSINESS PERFORMANCE IN QATAR-BASED HOTELS: AN EMPIRICAL STUDY

This study focuses on the impact of service quality on business performance in Qatar-based hotels. The study tests fifteen hypotheses built on existing theoretical models. The research adopts survey sampling method and uses the structural equation modeling approach. Empirical data were collected through the tourists of ten 5-star hotels in Qatar using the simple random sampling technique (n ¼ 243). The findings revealed significant interrelations of tangibles, reliability, and empathy with financial, non-financial, and operational performance of the surveyed hotels. Responsiveness and assurance had a significant interrelation with non-financial performance and operational performance respectively. Based on the findings of this study, the paper discusses key managerial implications to improve specific dimensions of service quality for enhanced business performance. This paper has a special relevance for hotels in Qatar as they witness steady growth and seek avenues for improvement in service quality for a sustainable business performance