Impact of quality work life on guest satisfaction: An applied study of five-star hotels in Baghdad
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Abstract
The study aimed to understand the impact of work quality dimensions on guest satisfaction in several five-star hotels in Baghdad. The importance of the study lies in its exploration of providing integrated services to guests in hotels (Al-Rashid, Al-Mansour, Palestine, Ishtar, Baghdad), and this can only be achieved through several indicators, the most important of which is providing an appropriate quality of work life for employees while understanding the significance of guest satisfaction resulting from their consumption of the provided services. The descriptive analytical method was used to present the literature on the subject in detail. The study problem was formulated with two questions: what is the level of importance of work quality life for employees, and what is its effect on guest satisfaction in the researched organizations? To answer these questions, a questionnaire consisting of 32 questions was prepared and distributed to (general managers, department managers, section heads) with a sample size of 63 from various operational departments. The study concluded with several findings, the nearly all important of which was the presence of correlation between work quality life and guest satisfaction in the research sites.
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