The Impact of Service Quality on Customer’s Satisfaction in the Hotel Industry: A Case Study of El Djazair Hotel
| المصدر: | مجلة العلوم الانسانية |
|---|---|
| الناشر: | جامعة محمد خيضر بسكرة |
| المؤلف الرئيسي: | Hamadouche, Sofiane (Author) |
| المجلد/العدد: | س20, ع2 |
| محكمة: | نعم |
| الدولة: |
الجزائر |
| التاريخ الميلادي: |
2020
|
| الصفحات: | 927 - 948 |
| DOI: |
10.37136/1003-020-002-048 |
| ISSN: |
1112-3176 |
| رقم MD: | 1145147 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | HumanIndex |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Hotel Industry | Service Quality | Customer Satisfaction | Internal Marketing | Relationship Marketing
|
| رابط المحتوى: |
عدد مرات التحميل
20
| المستخلص: |
This paper aims to highlight the importance of Service Quality on Customer’s Satisfaction. As a result, in order to provide the continuous improvement of service quality that will lead to customer satisfaction, the adoption of Internal Marketing and Relationship Marketing approach is required. The results show a positive correlation between internal service quality and employees’ satisfaction, as well as a positive correlation between employees’ satisfaction and customers’ satisfaction. |
|---|---|
| ISSN: |
1112-3176 |
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