The role of empowering workers in improving the quality of tourism services - a case study of a sample of travel and tourism offices in the city of Baghdad

Abstract

The research aims to know the role of employee empowerment in improving the quality of tourism services for a sample of travel and tourism companies in the city of Baghdad. The study relied on the descriptive analytical approach. The questionnaire was designed to collect data and information, with regard to the research variables. It represents the independent variable in employee empowerment and includes three dimensions. (sharing information, freedom and independence, self-work teams) The dependent variable is improving the quality of tourism services and includes five dimensions: (tangible aspects, reliability, responsiveness, empathy, safety),

The questionnaire was distributed to a sample of employees of travel and tourism companies in the city of Baghdad, to determine the level of employee empowerment.

The research found that there is a positive correlation between employee empowerment and the quality of tourism services, and that there is a positive effect of the dimensions of empowerment combined on improving the quality of tourism services provided in the tourism companies in the research sample