أثر إدراك جودة الخدمة على رضا وثقة و وفاء العملاء : دراسة حالة فندق Renaissance

الملخص EN

This study aims at tackling theoretically and empirically the effect of service quality on consumer behavior.

Having determined the main variables surrounding services, we came up with the conceptualization a model in order to proceed to the analysis of the impact of perceived service quality on satisfaction, trust, and loyalty.

The model is tested with over a sample of respondents guests in renaissance hotel of Tlemcen city.

We choose to analyse the model using structural equations.

Results confirm our hypotheses that service quality has an impact on consumer behavior as well as satisfaction, trust and loyalty.