أثر جودة الخدمات الفندقية على رضا الزبون - داسة مقارنة بين القطاع العمومي والخاص -دراسة ميدانية لعينة من المؤسسات الفندقية بولاية (غرداية ،ورقلة ، الأغواط)

Abstract

This study aims to conduct a comparative study to identify differences in the impact of hotel service quality dimensions on customer satisfaction in public and private hotel establishments, and to highlight differences in the degree of satisfaction of the two study samples in evaluating the quality of services provided. In a field study of a sample of public and private hotel establishments in the provinces of Ghardaia, Laghouat, and Ouargla, and in order to achieve the desired objectives of the study, a questionnaire was designed containing 35 items to measure the independent variable (hotel service quality) and the dependent variable (customer satisfaction). In order to address the problem, we distributed (320) questionnaire forms to a random sample of customers of the studied hotel establishments. (250) forms were returned that were valid for statistical analysis. The data analysis was based on the Statistical Package for the Social Sciences (SPSS) version 25 and the Smart PLS program version 4. The study reached a number of results, which we summarize as follows: There is a high level of hotel service quality in the establishments under study and a high level of satisfaction according to the study sample. The study also found a positive relationship between the study variables of hotel service quality and customer satisfaction for both sectors. The study also showed that there is a moderate positive impact of hotel service quality on customer satisfaction in the hotel establishments studied for both sectors. The study also found that there are no statistically significant differences in the impact of hotel service quality on customer satisfaction between the public and private sectors