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جودة اخلدمات السياحية كما يدركها السياح يف فلسطني An-Najah National University مهند مصلح صاحل صاحل حامت نايف سليمان سليمان حممد سليمان كتانة يوسف سام الفقهاء

ب An-Najah National University د. سام الفقهاء

ح ABSTRACT This study focused on identifying the quality of tourism services, as perceived by tourists in Palestine, which aimed to identify the standards of quality tourism services from the point view of tourists in the Palestinian territories, and also the impact of response, and information availability, and style of service delivery and the tangibility and, security and political stability, warranty, where this factors are the dimensions of quality of tourist services and it also aimed to identify on the role of gender, age, tourism kinds, social situation and education levels on the standards of the quality of tourism services on the point view of tourists in the Palestinian territories, sample was taken from the tourists made up of 100 tourists, 50 foreign tourists have been targeted to English language and it also targeted 50 Arab tourists, through Arabic questionnaire, and we used the descriptive and question methodology, the finding of this study that's the perceived of the members of sample not deferent to the dimensions of the quality of tourism services on the deferent of gender, age, social situation variables, and its also reach to the perceived of the members of sample was deferent to the dimensions of the quality of tourism services on the deferent of education levels and tourism kinds variables, and this study recommends that must be political stability in Palestinian territories, and this reflecting on the increase and encourage tourists to visit Palestinian territories. An-Najah National University

1 التسويق قسم - الادارية والعلوم الاقتصاد كلية

An-Najah National University 11 التسويق قسم - الادارية والعلوم الاقتصاد كلية

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15-rajagopal,v,arulrag,a,others (2008), Service on Tourism: Application of Structural Equation Modeling. 38

AN-NAJAH NATIONAL UNIVERSITY Nablus Palestine Faculty of Economic and Administrative Sciences Marketing Department An-Najah National University The researchers conducted a study on The Quality of Tourism Services as perceived by Tourists in Palestine as a requirement for BA degree in marketing. The study aimed to provide useful information for the decision makers in the ministry of tourism, tourist offices and all of people related to this area. So we will be grateful if you could answer this questionnaire objectively. Note: Your answers will be respected and will be used only for the purpose of scientific research. Part one Researchers: Hatem N. Yousef Mohanad M. Saleh Suleiman M. Kettaneh personal questions: put ( ) in the suitable place. 1_ Gender: Male [ ] Female [ ]. 2_ Age: under 25 [ ] 25 40 [ ] Above 40 [ ]. 3_ Marital Status: Married [ ] Single [ ]. 4_ The level of education: Less than high school [ ] BA [ ] Postgraduate [ ]. 5_ Type of tourism: Therapeutic [ ] Religion [ ] Historical [ ] Economic [ ] others [ ]. Part two put ( ) in the suitable place. 42

Response Number Statement Strongly Agree Agr ee Neutral Disagree Strongly disagree 1 The tourists police answer tourists inquiries in a fast and adequate way. 2 The staff working in hotels are willing to help tourists. 3 The Ministry of Tourism deals with the needs of tourist seriously. An-Najah National University 4 The tourist feels that the tourist companies take care of him and provide him with all his needs. The Availability of Information and Method of submission 5 The Ministry of Tourism has comprehensive databases for all tourist areas in the west bank. 6 It is easy to find information about the tourist area. 7 There is a published information on the Internet and it can be easily accessed. 8 Free phone are available for the tourists and can provide them with the required information. 9 There are tourist brochures which provide explanations about tourist areas in the Palestine territories. 43

10 The tour guide has personal and scientific qualifications which facilitate interaction between him and the tourist and make him accept the guide and accept his comments about tourist sites. 11 The guide has the skill of speaking foreign languages, especially, English. Tangibility An-Najah National University 12 Safe and modern transportation is available to the use of the tourists. 13 Restaurants and Cafeterias which provide high quality food and drinks are available. 14 Tourists feel comfortable hotels accomidation because physical means of modern furniture and other. 15 Masterpieces are available to be sold to tourists at affordable prices when visiting archaeological and religious sites. Security and Political Stability 16 There is security in the Palestinian territories which attract tourists towards it. 17 The security services help tourists and provide them with protection. 18 Political stability is an important factor in increasing attraction to archaeological sites: 44

archaeological, historical, religious and other in the Palestinian territories. 19 There is security which is able to protect tourists from exposure to theft. Warranty 20 The hotels provide quality services for tourists making sure that they feel comfort and satisfied. 21 Restaurants offer meats and drinks according to the wishes of tourists. 22 Staff working in the tourist companies have experience which ensure giving quality services. 23 Guide have the ability to convince and attract tourists, which guarantees them access to the highest degree of satisfaction. 24 Symbolic items are sold in tourist areas in affordable prices to ensure the satisfaction of the needs of tourists. An-Najah National University 45