The Meditating Role of Service Recovery in the Relationship between Service Quality and Perceived Value (A Study in Hotels Sector in Khartoum city)

Abstract

Through the growing role of the tourism sector for the enhance the regional economy specifically the hotel sector in Khartoum city. The purpose of this study was to find out the mediating role of service recovery between service quality and perceived value relationship .Accordingly,130 questionnaires were distributed to guests of a number of hotel and the response rate 76.9%. The descriptive approach was followed in the collection, monitoring and analysis of data,in the data analysis using partial least squares (PLS) Smart PLS 3.0 M3. Result have shown that the dimension of service quality (tangibility, responsiveness, empathy and reliability) have a positive relationship with perceived value but the assurance have a negative relationship. Also the study revealed (assurance, empathy, tangibility and responsiveness) have a positive relationship with service recovery but the reliability have a negative relationship. Service recovery and perceived value relationship was positive. Moreover the mediating role of the service recovery was not supported.