دور إدارة الموارد البشرية في تحسين جودة الخدمات السياحية من أجل تحقيق تنمية سياحية مستدامة -دراسة حالة-

Abstract

Our study aims to determine the role that human resources management plays through its functions in improving the quality of tourism services to achieve sustainable tourism development. Where the independent variable is represented in the following human resources management functions: (obtaining human resources, developing human resources, maintaining human resources). While the quality of tourism services, which was measured based on the following dimensions: (tangibility, reliability, responsiveness, safety and security, and empathy) represented the independent variable. As for sustainable tourism development, it represents the dependent variable and was measured by the following dimensions: (economic, social, and environmental). To achieve the objectives of the study, three questionnaires were designed, one addressed to the employees of the tourism organizations and the second one addressed to tourists. The third was a destination for the local population, the first included 36 items, the second 23 items, and the third 14 items and was distributed to the research samples in order to collect the primary data and know their opinions about the study variables. For the statistical treatment of the research variables, the Statistical Package for Social Sciences (SPSS) version 22 was used. The study concluded a set of results, the most important of which are: There is a statistically significant correlation at a significant level of 0.05 between human resource management and the quality of tourism services, as well as a statistically significant correlation at a significant level. 0.05 between human resources management and sustainable tourism development, in addition to the existence of a statistically significant correlation at a significant level of 0.05 between the quality of tourism services and sustainable tourism development. According to Baron and Kenny's model, the quality of tourism services has a partial mediation relationship between human resource management and sustainable tourism development