اثر استراتيجيات تطوير الكفاءات في جودة الخدمة دراسة حالة مجموعة من الفنادق الجزايرية

Abstract

The current study aimed to examine the impact of competency development strategies, including their dimensions (communities of practice strategy; organizational learning strategy; empowerment strategy; training strategy; and job rotation strategy), on service quality, including its dimensions (tangibility; reliability; empathy; responsiveness; and safety), according to the SERVQUAL model, in Algerian hotels. The study relied on the hypothetical-deductive method and a quantitative approach. A questionnaire was distributed to a simple random sample of (110) Algerian hotels. (412) questionnaires were collected from hotel employees and (390) customers. Initial data was collected between January and September 2022 and analyzed using SPSS 21. Directed interviews were also used to support the interpretation of the results. The results showed that the level of implementation of competency development strategies in a group of Algerian hotels was high according to the study's scale, with the average responses of the surveyed employees regarding the dimensions of the competency development strategies combined being (3.52). The results also showed that the level of service quality was high according to the study's scale. The average responses of the surveyed employees on the combined dimensions of service quality was )4.24(, while the average responses of the surveyed customers on the combined dimensions of service quality was )4.08(. The results also revealed differences between employee and customer evaluations of service quality in the dimensions of reliability, responsiveness, safety, and empathy. The results also revealed a direct impact of competency development strategies on service quality in an Algerian hotel group. The study also demonstrated a direct impact of the organizational learning strategy, the empowerment strategy, the training strategy, and the job rotation strategy on the quality of service provided. However, the communities of practice strategy had no direct impact on service quality in the Algerian hotel group. The researcher presented a set of recommendations related to the topic.