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Register a new userhotel service quality effect on customer loyalty "A survey study"
أثر جودة الخدمة الفندقية على ولاء العملاء "دراسة مسحية"
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هدفت هذه الدراسة إلى معرفة أثر جودة الخدمة الفندقية المقدمة على ولاء العملاء للمنشأة الفندقية ، و تحديد أثر كل بعد من أبعاد جودة الخدمة (الاستجابة ، الملموسية ، التعاطف )على ولاء العملاء . و تمت الدراسة على عينة ميسرة من عملاء الفنادق في مدينة اللاذقية. و قد توصلت الدراسة إلى أن جودة الخدمة الفندقية تؤثر على ولاء العملاء للمنشأة الفندقية، حيث إن هناك علاقة إيجابية بين جودة الخدمة الفندقية ، و ولاء العملاء للمنشأة الفندقية التي تقدم تلك الخدمة، و أن الأكثر بعداً من أبعاد جودة الخدمة الفندقية تأثيراً بدرجة ولاء العملاء هو الملموسية يليها الاستجابة ’ و أخيراً التعاطف.
The study aims to investigate hotel service quality effect on customer loyalty, by determining service quality dimensions (responsiveness, tangibility, sympathy) effect on customer loyalty. The study conducted on convenient sample of hotel customers in Lattakia. The study results show that hotel service quality affects customer loyalty. Whereas there is a positive relationship between hotel service quality and customer loyalty. Tangibility has the largest effect of service quality dimensions on customer loyalty, then responsiveness and finally sympathy.
References used
Benntt , R& Leonard, V(2000).Trust commitment and attitudinal brand loyalty key constructs in business-to-business relationships, ANZMAC Visinary Marketing for the 21 Century
Chang, Y.H& Chen, F.Y(2007). "Relational Benefits, Switching Barriers & Loyalty ", Journal of Air Transport Management
Duffy, d. l(2003). Internal And External Factors Which Affect Customers Loyalty, Journal Of Customer Marketing
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