The Impact of Strategic Staffing Policies on Enhancing Tourism Service Quality from Employees’ Perspective: A Field Study at Tleel Tourist Complex in Sabratha, Libya

Abstract

This study aimed to examine the implementation of strategic staffing policies and their role in enhancing tourism service quality from the perspective of employees at Tleel Tourist Complex in Sabratha, Libya. The study adopted a descriptive-analytical approach and used a questionnaire to collect data from the complex’s employees, with 111 valid responses included in the analysis. Strategic staffing policies were examined through recruitment, selection, and appointment, while tourism service quality was assessed through tangibility, reliability, responsiveness, empathy, and assurance. The findings revealed that both the implementation of staffing policies and the perceived level of tourism service quality were low, indicating a need to improve administrative and human resource practices within the complex. The results also showed a positive relationship between strategic staffing policies and tourism service quality. Appointment and selection made the strongest contributions to service quality, whereas recruitment did not retain a significant independent contribution when the staffing dimensions were examined simultaneously. The study concludes that improving tourism service quality requires more effective employee selection and appointment procedures, better recruitment practices, and stronger alignment between staffing decisions and service-performance standards. It also highlights the importance of employee training, responsiveness, and communication skills in supporting service quality.