أثر جودة الخدمة الفندقية على ولاء العملاء "دراسة مسحية"

Authors

  • محمد عباس ديوب
  • محمد عهد الدالي

Abstract

هدفت هذه الدراسة إلى معرفة أثر جودة الخدمة الفندقية المقدمة على ولاء العملاء للمنشأة الفندقية ، وتحديد أثر كل بعد من أبعاد جودة الخدمة (الاستجابة ، الملموسية ، التعاطف )على ولاء العملاء .وتمت الدراسة على عينة ميسرة من عملاء الفنادق في مدينة اللاذقية. وقد توصلت الدراسة إلى أن جودة الخدمة الفندقية تؤثر على ولاء العملاء للمنشأة الفندقية، حيث إن هناك علاقة إيجابية بين جودة الخدمة الفندقية ،وولاء العملاء للمنشأة الفندقية التي تقدم تلك الخدمة، وأن الأكثر بعداً من أبعاد جودة الخدمة الفندقية تأثيراً بدرجة ولاء العملاء هو الملموسية يليها الاستجابة ’ وأخيراً 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.

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Published

2016-07-03

How to Cite

ديوب م. ع., & الدالي م. ع. (2016). أثر جودة الخدمة الفندقية على ولاء العملاء "دراسة مسحية". Tishreen University Journal- Economic and Legal Sciences Series, 37(1). Retrieved from https://journal.tishreen.edu.sy/index.php/econlaw/article/view/1539

Issue

Vol. 37 No. 1 (2015): العلوم الاقتصادية والقانونية

Section

Articles

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