The Role of Tourism Service Quality in Achieving the Satisfaction of Tourists with Disabilities: An Applied Study on Tourism Establishments in Sharm El-Sheikh

Atia, Reem Abdelnasser; Eid, Nevien Galal; Fahmy, Amal

doi:10.21608/jaauth.2025.437191.1714

The Role of Tourism Service Quality in Achieving the Satisfaction of Tourists with Disabilities: An Applied Study on Tourism Establishments in Sharm El-Sheikh

Document Type : Original Article

Authors

¹ Faculty of Tourism and Hotels-Suez Canal University

² Tourism Studies Department, Faculty of Tourism and Hotels,Suez Canal University.

³ Department of Tourism Studies – Faculty of Tourism and Hotels – Suez Canal University

10.21608/jaauth.2025.437191.1714

Abstract

This research aims to examine the role of tourism service quality in achieving the satisfaction of tourists with disabilities in Sharm El-Sheikh, given the importance of this group in enhancing the competitiveness of tourist destinations. The study adopted a descriptive-analytical approach, and data were collected through a field questionnaire directed at a sample of tourists with disabilities and analyzed statistically. The results revealed that the dimensions of service quality (tangibility, reliability, responsiveness, empathy, assurance, and safety) have a significant impact on the level of tourist satisfaction. The gaps between expectations and actual services were found to be among the main challenges facing tourism establishments. Furthermore, tourist satisfaction was found to be linked to the availability of accessible infrastructure, the efficiency of human resources, and the level of transparency in information provision. The study confirmed that hotels, resorts, diving centers, and airports in Sharm El-Sheikh are making efforts to improve the service environment; however, continuous development is still required to align with international standards of accessible tourism. The study recommended adopting a comprehensive strategy to enhance the quality of tourism services provided to people with disabilities through specialized staff training, legislative development, and facility upgrades, ensuring an inclusive and sustainable tourism experience that strengthens Sharm El-Sheikh’s position as a globally accessible destination for all.

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