Evaluating the quality of hotel services and their impact on the satisfaction of customers of some hotel establishments in Annaba, Algeria

Abstract

The study aimed to assess the quality of hotel services provided at the level of a sample of hotels operating in Annaba and its impact on customer satisfaction, follow the descriptive analytical method in the study, the questionnaire was used as the main tool for the study, where it distributed (181) forms, the hypotheses were tested using appropriate statistical methods. the study reached a set of results, the most important of them the services provided by the hotel establishments in question are distinguished by quality from the viewpoint of customers, and positive impact between the quality of services provided and customer satisfaction, the study recommended that you know the needs of customers that are constantly changing, and the necessity of qualifying and training the human resource in line with the market requirements.