Conclusions
This paper has tried to examine the concept of quality as a philosophy that guides
tourism organization management when taking decision related to tourism services as
well as determining TServQual improvements’ requirements applied to tourism
services in Egypt.
The main conclusions of this paper can be summarized as follows:
(1) For improving tourism service quality it is necessary to achieve three
requirements:
. internal customer satisfaction (employee satisfaction);
. external customer satisfaction (tourists satisfaction); and
. the efficiency of processes.
(2) For quality improvements it is necessary to be a creative and innovative
business environment which support the employee new ideas and their
participating in making decision processes.
(3) It is important to be a wide range of empowerment to give the employee the
opportunities to behave positively according to the condition he/she faces in
tourism competitive markets.
(4) In the case of Egypt it is necessary to restructure tourism business sector to be a
kind of cooperation between tourism enterprises such as strategic alliances in
the field of information technology, strategic marketing, etc.
(5) Business environment in the Egyptian tourism sector still has a number of
weaknesses that do not support the internal customer satisfaction for the
following reasons:
. there is no suitable system for encouraging people to be creative (or to be
innovative) and participate in decision making processes;
. the weakness of empowerment levels within tourism business enterprises;
and
. the style of family business management overwhelmed tourism business
sector in Egypt and this put obstacles in the way of creativity and innovation.
(6) Tourism services levels are quite suitable, in general, from the viewpoints of
tourists (external customers).
(7) There is a lot of efforts need to be done for TServQual improvement in Egypt in
areas of infrastructure services, the environmental conditions, the safety and
security conditions, increasing people awareness, and the internal transport quality.