الفهرس 
الفصل الأول: المقدمةيوجد فقط 14 صفحة متاحة للعرض العام
 |  | from | 160 |  |  |
| | | from | 160 | | |
المستخلص
Human resources are always considered one of the most important factors that affect productivity of any establishment. There is evidence
that many establishments that have managed to obtain all sources of
success- such as financial resources, modern equipments, high technology
and well qualified foreign management team- could not achieved the
required productivity and the target quality simply because they lack
experienced human resources and have no staff with high skills and
morality.
The fierce competition that the hotel industry currently faces
pushed them to improve the services introduced to both their customers
and employees. The environment of work which makes the employees
feel that their managers respect them and provide them many chances for
promotion contribute largely to their satisfaction.
The employees satisfaction plays an important role in introducing
good products and services to customers which result in retaining and
attracting customers and increasing the operation bottom line.
Due to importance of the role that human resources play in
introducing good quality, many hotel mangers give much attention to
motivate their employees and get them satisfied.
Financial and non-financial motivation methods are important tools that
successful management should utilize to increase the employees job
satisfaction, productivity, efficiency, staff motivation programs, then, can
be used to enhance the customers perceived service quality in hotels
Aim of the study:
The study aims to:-
1. Evaluate the current motivation programs adopted by Delta hotels.
2. Finding out the impact of motivation programs on the perceived
service quality.
Importance of the study:
There is a few studies, if any, which tackled the issue of motivation
programs in Delta hotels and their impact on the perceived quality. The
study attempts to fill this gap and provide Delta hotels managers with
helpful guidelines that can be used to improve the perceived quality of
services their operation.
Hypotheses:
To find out the relationship between motivation programs and the
perceived quality, the following two hypotheses were formulated:
1- There is a relationship between employees financial incentives and
the perceived service quality introduced to hotel customers
2- There is a relationship between employees non-financial incentives
and the perceived service quality introduced to hotel customers
Structure of the study:
The study comprises five chapters as follows:
First chapter:
It provides a general background about the study problem,
impotence, aims, and hypotheses.
Second chapter:
It provides a theoretical overview about types of motivation,
motivation importance and theories. The chapter also reviews the concept
of perceived quality, measuring methods, quality development and phases
and the impact of personal behavior on the perceived quality.
Third chapter:
It reviews the research methodology. The population, sample and
methods of statistical analysis used to analyze the data collected were
decided. Two questionnaire forms were developed and distributed by
hand to: 1) The employees working in Delta hotels (3 and 4 star hotels)
and 2) Delta hotels customers. 87 customers and 86 employees of eight
Delta hotels were randomly selected.
Fourth chapter:
Chapter four reviewed and discussed the results of this study.
The study indicates that most of the employees consider non
financial incentives as unimportant and do not make them satisfied. On
the other hand, financial incentives are more important to them but they
claim that they are not enough to satisfy them.
quality of
services did not reach the level which they expected. This indicates that
the customers did not feel that the employees provided them with a good
service quality.
Chapter five:
It includes the conclusion and the recommendations of this study. The
recommendations can be summarized as follows:
- It is important to put strategies and policies for Delta hotel
employees motivation which meet their staff needs and wants.
- Management should consider equality and justice as they give staff
particular incentives
- Management should guarantee a secured job to the staff so as to
increase their job satisfaction and urge them to provide customers
with good service quality.
- Delta hotel mangers should benchmarks other motivation policies
adopted by their competitors and try to apply them in their
operations.
- It is preferable that Delta hotel employees should be given the
chance to participate in selecting their motivation systems. This
may give more positive results and highly motivated employees.
- Financial incentives should be given more attention by
- management compared to non-financial incentives.
- Ministry of tourism can play important role in improving hotels
services in a Delta region through package of regulations enshure
minimum financial incentives.