رضا الزبون كمؤشر للخدمة الفندقية : دراسة ميدانية بفنادق ولاية تيارت المدينة

Abstract EN

This study aims to reveal the levels of both customer satisfaction and hotel service, the extent of a correlational relationship between them, and the differences in the level of customer satisfaction in terms of educational level and job.

The descriptive and analytical approach was adopted, and the questionnaire was used as a tool to collect information related to the two variables of customer satisfaction and hotel service.

The study was conducted on a sample of sixty-four (64) clients coming to the hotels intended for the study, after verifying the psychometric properties of the measuring instruments.

The results of the research resulted in average levels for both customer satisfaction and hotel service, the existence of a statistically significant correlation between them, and also a statistically significant correlation relationship between customer satisfaction and both material and moral service, and the ence of statistically significant differences in customer satisfaction in terms of both educational level, and with There are statistically significant differences in customer satisfaction due to a customer job variable.