Evaluating the Quality of Services in Historic Hotels from the Perspective of Foreign Tourists(Case Study: Abbasi Hotel in Esfahan )

One of the most important reflections of the proper performance of tourism destinations is the satisfaction of the quality of services. This study was done to evaluate the quality of services in historical hotels from the perspective of foreign tourists using the SERVQUAL model indices at the Abbasi Hotel in Isfahan. The research method is documentary-fieldwork. SPSS and LISREL software and confirmatory factor analysis tests of path analysis were used for data analysis. Based on the study findings, SERVQUAL indices have a positive and significant effect on customer's satisfaction in Isfahan Abbasi Hotel, and respectively dimensions of "physical or tangible", "responsiveness", "guarantee", "assurance" and "empathy" had the most influence on customer's satisfaction. Gain the first rank of satisfaction in term of physical and tangible variables can be attributed to the unique architecture and facilities of this hotel. Also, the presence of hotel's key staff in different shifts, existing tours, and hotel staff consultation to customers as well as 24-hour responsiveness of staff and personnel of hotel are the second influencing factor on customer satisfaction.

Keywords:

Hotel Industry , Quality of Service , Abbasi Hotel , Isfahan