Internal marketing and service quality in Jordanian Hotels

Abstract

Jordanian tourist hotels are a booming company with a wide cultural diversity , especially in Amman. Attractive investment opportunities in these companies have attracted millions of dollars. Over 70 tourist hotels were, for example, inaugurated in Jordan in 2019. Most of Jordan's tourist hotels are locally owned in Amman and are international in nature. Hotels in Jordan use different strategies for managing human capital to attract, teach, retain and hire qualified personnel to enhance their quality of service. This paper is aimed at exploring the empirical model for internal marketing (IM) and internal quality of service (ISQ) hotels based in Jordan. In an organised and self-administered survey, target managers and employees of Jordanian hotels were chosen. A jury of 300 owners and employees participated in the interview. A variety of analyses of exploratory and confirmative factors were used to assess the scale, unidimensionality, relevance and reliability of the study systems. 'internal purchasers' (employees) have 'job expectations' which should be met to meet the requirements of external clients. The IM and ISQ components were investigated in hotels in tourist destinations. Administrators and administrators will use the study findings to improve their IM and ISQ methods to achieve practical organisational goals. This is the first study to explore the linkages between IM and ISQ in hotels. Managers may benefit from the results of their studies by designing IM and ISQ methods to achieve long-term business goals. Jordan's tourism industry now has reliable empirical evidence on the two key concepts, IM and ISQ.