The Impact of Employee Training on Service Quality in the Food and Beverage Department of Sudanese Hotels: An Applied Study of Hotels in Atbara City

Abstract

This study examines the impact of employees training on service quality in the Food and Beverage Department of Sudanese hotels with an applied focus on hotels in Atbara City Given the growing importance of service quality in the hospitality sector and its strong dependence on human resources, the study investigates the relationship between training and key service quality dimensions based on the SERVQUAL model, namely reliability responsiveness, and assuranceThe study adopted a descriptive analytical ap                                                                                                                                                                                                                                                                                                                                     proach and used a questionnaire as the main data collection tool . Data were collected from a sample of (213) employees and hotel guests and analyzed using SPSS through descriptive statistics one-sample t-tests and Cronbach’s alpha to assess reliability The overall reliability of the instrument was high (α = 0.91)The findings revealed a statistically significant positive effect of employee training on the reliability and responsiveness dimensions of service quality while the assurance dimension showed a positive trend but limited statistical significance The results confirm that training contributes to improving service accuracy speeding up responses to guest requests reducing service errors, and enhancing guest satisfaction and loyaltyThe study recommends implementing regular and targeted training programs with particular emphasis on communication and service skills to enhance service quality and competitiveness in Sudanese hotels