تقييم جودة الخدمات الفندقية من وجهة نظر الزبون دراسة ميدانية لفندق ليناتال بالاص – ورقلة

Résumé: The current research aims to identify all aspects related to the quality of hotel services, as well as its dimensions, and then its measurement models, down to the extent of the impact of quality dimensions in achieving customer satisfaction, and presenting the relationship between these two elements (hotel service quality and customer satisfaction), as we included this through a field study In the Linataal Hotel, the extent to which the quality of the services provided by the hotel affects the satisfaction of its customers is determined, by distributing 124 questionnaires to a sample of them (hotel customers), which were intended for analysis, and a number of hypotheses were tested regarding the correlation and influence between the research variables using the SPSS program. Where the problem of the study here is based on determining and evaluating the level of quality of hotel services provided by the Linataal Ouargla Hotel from the customer's point of view and the extent of customer satisfaction with it. Through the study, it was found that customers evaluate the quality of hotel services through evaluation indicators, as they differ from one customer to another, and the dimension of sympathy and the extent of performance efficiency was an important axis and a sensitive criterion in choosing customers for the services of the Linataal Palace Hotel, as well as its distinction. What preceded us from the researchers on the fact that the actual performance model is more accurate in determining and measuring customer satisfaction.

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