Introduction :

The reasons which preceded the choice of theme are as follows:

* quality is one of the most important components and levers which predetermines the success
of a business service such as "hotel".
* the true relationship between the customer loyalty and quality of service the presence of
human factor varies the quality of service in hotels; "How can one imagine that the staff can
treat humanely customer sil is not itself within the company, there are obvious interplay
between the two" (JP Filpo, 1984).
1-the concept of "quality" :
Quality is a very complex concept, there are several definitions of "quality"; each define
quality as the ability of a product or service to satisfy the needs of users, it is the totality of
characteristics of a product, service, process, or organization that he confer the ability to
satisfy the needs expressed (ISO20009000, Edighaffer JR, 1995; Smida.A, 1999)..
Others consider themselves the "quality" in the field of services as "the difference between the
actual benefits accruing they hoped to withdraw service" (Garcia, 1997).
According to Michel Balfet, "quality is the level of performance achieved by an external
product or service developed by a given to meet the needs explicit or implicit consumer
supply structure" (Balfet, 2002).
2 - the concept of "service " :
Before describing the hotel business ( its description, its actors and its performance
management system ), it would be appropriate to highlight the hidden behind the term "
service" apprehension.
" We call an activity or service subject to the exchange , intangible and does not result in any
transfer of ownership. Services can be combined or not a physical product service" ( Kotler
and Dubois, 1993).
Several authors consider the word " service" as a term that describes a more egalitarian
relationship between the provider and recipient (P . Peufaillit , 1989). Moreover other authors
define the term " service" as "a delivery issue skills a person can result in the implementation
of servo technology and covers a need for use of the recipient . "( Balfet , 2002) .

According to the " Encyclopedia Rousse " the term " service" is a fruit of the work of the man
who is the sole purpose of satisfying consumer , but not present in the material aspect .


Quality of Service :
The quality of service has been described in the literature as an " evasive " and built "abstract"
( Cronin et al. , 1992), " an overall impression of the client on the inferiority or superiority of
an organization and its services "( Bitner and Hubert, 1994).
It is defined by Parasuraman et al. (1988 ) as the result of a "difference between expectations
and perceptions ." It is both a state and a process ( Bitner et al , 1990; Wolfinbarger et al ,
2003 . Collier and Bienstock , 2006).
It is characterized as a subjective built , cognitive and relative. Service quality is often
measured in the literature perceptions of this quality by the customer ( Parasuraman et al. ,
1985). Chumpitaz and Swaen (2004 ) defines perceived quality as " an overall evaluative
judgment vis- -vis a product or service on the relative superiority of the product or service ."
The importance of quality in the hospitality industry:
The importance of quality in the hospitality industry comes from its powerful features in a
favourable business development. Quality is a key factor that can make the difference from
one institution to another . This involves daily from each member of the company and this in
all sectors effort. But the quality is well wide word it is necessary to define. Indeed, it is
important to know the criteria in order to identify and measure a result.
A company must, in its quality approach, including both its employees, its customers,
otherwise the process will not achieve the desired results. Prior consideration is therefore
necessary for the company to the idea of quality is pervasive, that products and services are
improved and thus win the customer's trust and loyalty. The operational base management
system quality is a major challenge for the company. His manager can be widely used in
various directions and operational query quality, as follows:
Quality is the main way for the company to survive in the context of a tourism market
that is dynamic and unstable.

Quality is the main factor in the development and Effectiveness of tourism in all its
forms. Proposed by the products and service of a quality company creates a good
image for it and this reduces business expenses on advertising. Draw a second time by
unhappy customers service business is much more difficult and requires much more
effort and resources in relation to actions to keep current customers satisfied the
company .

The quality of the service offering is the determining factor for the place of business
competes in the tourism market. This competition is increasing constantly and
hospitality industries are forced to focus their attention on the 35 augmentation quality
services. Already a good level of quality benefits to developing service system , as a
favourable image positioning with consumers by establishing a decisive competitive
advantage over actual competitors . This process can only be achieved through
continuous efforts and not with unique gestures in time.

The quality of services is the main reason for the gain of current customers the
company into loyal customers . This quality of service is the best argument to propose
, develop and embed a customer loyalty .

Quality is not an obligation for companies Catering, it is entirely voluntary . It can be
evaluated at different levels, product or service development process , management
quality. The commitment to a quality approach allows the company to differentiate
itself on the walk to improve. It helps attract consumers increasingly looking because
he has the choice and knowledge allowing it to make a difference.
The features of quality of services in hospitality industry:
According to many authors contemporariness, analyzing quality in Sant'Uberto services such
as hotels and restaurants, the basic criterion for assessing the quality, the degrees of
satisfaction of consumers. We can take as an example one of the existing Deffinition ISO
(International Organization for Standardization), which gives a very simple definition of
quality - "It is the ability of a set of inherent characteristics fulfills requirements." The team of
authors Zeithaml, Berry and Parasuraman five principals determine quality characteristics of
services:
Tangibility - the purpose of this feature and give tangible nature of services , which are
intangible in nature . This is possible thanks to the interior design, exterior , sanitation,
lighting, sound equipment, decoration ... that the company offers in its service to its
customers.
Reliability - this characteristic is expressed in the ability of the company to offer clients the
same services already negotiated with customers. Elements that are related feature are : the
accuracy of billings, the requirement for category the company for the equipment room ,
dining , kitchen .

Safety - is the ability of the company to suggest a certain confidence from the customer
compared to itself. The elements, which are related to this characteristic feelings are
customers for the security of their health, cleanliness and their financial resources.
Compassion - this characteristic is expressed readiness staff the company to help the client, so
it has no effort to provide and facilitate its stay . The elements that are related to this feature
are : making available to the infonmation necessary for clients, consultation in the selection of
products and services of the company, the speed in providing service ..
Understanding - elements that are related to the characteristic are : attention personal for each
client, using the staff in the event of a problem, the compliance in the proposal of a product or
service with the customer preferences in consumption.
The first feature - tangibility, determines the technical parameters of the service and the other
four characteristics depend on the human factor in the proposal of a service. There is no more
important and less important features in the construction of the full quality of services , but
one thing is for sure - only all the quality of all features can provide the desired quality of
service offered .
The different approaches to service quality in hospitality industries :
It seems difficult to define quality , due to the plurality of concepts it encompasses. For
example, some define it as a "value" ( Feigenbaum, 1961) , others such as "within
specifications " ( Gilmore, 1974) , or encore " what is required " ( Crosby, 1979) , or with
"zero defects "( Crosby , 1987) . Still others define it as the "excellence" (Peters and
Waterman, 1982) , which meets or exceeds the requirements of consumers ( Parasuraman et
al. , 1985) , or even as " consistent with the intended use "( Juran and gryna , 1988). So the
quality can also be defined as an ideal to be achieved by the organism as a whole or through
any of its parts ( Bush, 1994). Should therefore understand quality as a value changing ,
improving constantly .
The quality approach could be considered as a commitment by management and the entire
personnel.26 . This leads us to the concept of " Total Quality " where whole company will
adhere to the principle of quality, from product to service , the employee and the manager in
order to best satisfy the customer. The role of the human then becomes important .
"Without an approach to quality management that guarantees the quality of its systems , its
employees, suppliers, a company will not be able to deliver the appropriate level of quality
service to satisfy its consumers. In any industry, customer loyalty is a key element to achieve
a competitive advantage , "say Cox and Dale (2001).
A quality approach the role of the human being is increased when we consider the field of
services , since by definition the property received is intangible and is at the level of
perception . This is the quality of the relationship between men (client - employee , employee
- employee , employee -manager , customer - client) will make the difference .