ارتباط رضا الزبائن بمستوى جودة الخدمة وفق نموذج الأداء الفعلي Servperf : دراسة استطلاعية لزبائن وكالات السياحة و الأسفار و رقلة

الملخص EN

This research aims to analyze the interactive relationship between the quality of the services provided by the travel agencies, and the satisfaction of the customers of the city of Ouargla.

The study was based on the Performance Service Quality Measurement Tool or the SERVPERF model, It is one of the most important models in this type of study.

It aims at measuring the actual performance of the quality level according to six criteria: safety, responsiveness, empathy, tactility, communication and reliability.

These standards or dimensions collectively determine the quality of service.

The results indicated that customer evaluation of the quality of services for tourism and travel agencies and the level of customer satisfaction was positive and can be explained by the fact that their expectations were low, however there is a difference in the relative importance of dimensions given by clients when assessing the level of service quality and the level of satisfaction of the different agencies studied.

The results of the study showed a positive average correlation estimated at (47.

4%) with a significant statistic between the independent variable quality of service and the dependent variable satisfaction of the clients of the tourist agencies studied