تقييم محددات ولاء الزبائن للوكالات السياحية : دراسة ميدانية لوكالة أماكن للسياحة بولاية الجلفة

Abstract EN

This research paper aims to know the determinants of customer loyalty represented in the quality of service, customer satisfaction and customer value, and its impact on the loyalty of customers of the tourism agency.

And to achieve the goal we focused in our study on the "Amaken" tourism agency in the Wilaya of Djelfa.

We used the descriptive approach appropriate to the nature of the study, and to collect field information, we distributed 55e questionnaires, as we retrieved 40 study forms, we reached a set of results, including that: There is a strong relationship between each of the quality of service, customer satisfaction, customer value, and customer loyalty to the tourism agency "Amaken", there is a trace Statistical significance at the level of significance (α ≤ 0, 05) for determinants of customer loyalty (quality of service, customer satisfaction, customer value) to Amaken Tourism Agency on their loyalty.

The study presented a set of recommendations, the most important is that the tourism agency should always provide services that exceed the expectations' customers in order to maintain its existing customers and gain their loyalty