The Contribution of Service Quality to Customer Satisfaction in The Hotel Industry Case study: AZ Hotels Zeralda
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Date
2022-06
Journal Title
Journal ISSN
Volume Title
Publisher
Ecole des Hautes Etudes Commerciales
Abstract
Market saturation and increased competition have further increased the importance of
service quality, especially for hotel companies. Hoteliers' efforts to differentiate themselves
from their rivals have been an effective factor in placing much greater emphasis on customer
satisfaction. The objective of this research is to understand the contribution of service quality
to customer satisfaction. To do this, the work is divided into three parts. The first two theoretical
parts provide more details about service marketing and an overview of the hotel industry and
hotel marketing, as well as the fundamental concepts of service quality and customer
satisfaction. The third part represent a case study, conducted at AZ Hotels Zeralda to determine
the dimensions of service quality that lead to customer satisfaction in Algerian hotels. A survey
was conducted at the hotel and the obtained data were analyzed using the IBM SPSS (Statistical
Package for the Social Sciences SPSS 26) statistical software.
Description
Keywords
Service, Service Quality, Customer Satisfaction, Hotel Industry