تأثير المظهر المادي للخدمات الفندقية في كسب رضا الزبون : دراسة حالة فندق النجاح بعين الدفلى

الملخص EN

Today, hotel companies are trying to prove their existence by offering their best services so as to exceed customer expectations.

This can be considered the key to entering the business environment that knoivs accelerated changes.

Hotel companies are obliged to try to satisfy their customers by the different means and strategies.

Physical appearance is one of the most important criteria to determine the company s ability to satisfy the customer.

In this study, we will try to show the importance of the physical appearance ofthe service and its influence on the choices of the customer, his expectations and the degree of his satisfaction.

Our study also aims to know the level of quality of the services offered at El Najah hotel in Ain Delia, and How the physical aspect could participate in satisfying the customer.