أثر جودة الخدمة في تحقيق الميزة التنافسية للمؤسسات الصغيرة و المتوسطة : دراسة حالة مجموعة فنادق بولاية "جيجل"

الملخص EN

The aim of this study is to test the impact of service quality in competitive advantage.

The researchers selected five dimensions for service quality.

These dimensions are: tangibles, reliability, responsiveness, assurance, and empathy.

The questionnaire has been used as a tool to collect data base for the study's variables, It was distributed on a convenience sample consisting of 80 employees in hotels.

This study found that service quality has a positive impact competitive advantage.

It is the effect of reliability and assurance.