The impact of service quality on customer's satisfaction in the hotel industry : a case study of el djazair hotel

Abstract EN

This paper aims to highlight the importance of Service Quality on Customer's Satisfaction.

As a result, in order to provide the continuous improvement of service quality that will lead to customer satisfaction, the adoption of Internal Marketing and Relationship Marketing approach is required.

The results show a positive correlation between internal service quality and employees' satisfaction, as well as a positive correlation between employees' satisfaction and customers' satisfaction.