محددات رضا و وفاء الزبائن في قطاع الخدمات : دراسة تجريبية لزبائن وكالة السفر
Other Title(s)
Determinants of satisfaction and customer loyalty in the services sector : an empirical study of travel agency customers
Joint Authors
ابن أشنهو، سيدي محمد
حموتي، صالح
Source
Issue
Vol. 7, Issue 2 (30 Jun. 2019), pp.222-239, 18 p.
Publisher
University of Ahmed Draia The Afro-Algerian Economic Integration Laboratory
Publication Date
2019-06-30
Country of Publication
Algeria
No. of Pages
18
Main Subjects
Topics
- Trademarks
- Tourism
- Twenty-first century
- Service industries
- Tlemcen
- Corporations
- Consumer satisfaction
- Travel agencies
- Quality of services
Abstract EN
In this paper, the effect of variables including: brand experience; perceived service quality; brand trust and customer’s satisfaction, on customer’s loyalty was investigated.
After reviewing the literature on determinants of brand loyalty, we conduct an empirical study using the questionnaire as a method to verify our hypotheses.
The survey was conducted on 159 people in Tlemcen city.
The data were, then, analyzed using principal components analysis [PCA] and structural equation modeling [SEM].
According to the results of the research, it was determined that: brand experience; perceived service quality; brand trust have a direct effect on customer’s satisfaction.
Furthermore, customer’s satisfaction had direct effects on brand loyalty.
The research, then, confirms that the mediation effect of customer’s satisfaction has an yet significant effect of these variables on customer’s brand loyalty
American Psychological Association (APA)
ابن أشنهو، سيدي محمد وحموتي، صالح. 2019. محددات رضا و وفاء الزبائن في قطاع الخدمات : دراسة تجريبية لزبائن وكالة السفر. التكامل الاقتصادي،مج. 7، ع. 2، ص ص. 222-239.
https://search.emarefa.net/detail/BIM-883519
Modern Language Association (MLA)
ابن أشنهو، سيدي محمد وحموتي، صالح. محددات رضا و وفاء الزبائن في قطاع الخدمات : دراسة تجريبية لزبائن وكالة السفر. التكامل الاقتصادي مج. 7، ع. 2 (حزيران 2019)، ص ص. 222-239.
https://search.emarefa.net/detail/BIM-883519
American Medical Association (AMA)
ابن أشنهو، سيدي محمد وحموتي، صالح. محددات رضا و وفاء الزبائن في قطاع الخدمات : دراسة تجريبية لزبائن وكالة السفر. التكامل الاقتصادي. 2019. مج. 7، ع. 2، ص ص. 222-239.
https://search.emarefa.net/detail/BIM-883519
Data Type
Journal Articles
Language
Arabic
Notes
يتضمن مراجع ببليوجرافية : ص. 237-239
Record ID
BIM-883519