The Influence Of The Physical Environment On Loyalty During A Service Meeting Application To The Case Of The Hotel Industry

Yıl 2019, Cilt: 14, 184 - 194, 27.03.2019

Benbouziane Mohammed Saidi Tarik Djazia Chıb

Öz

In the context of hedonic services, the role of the environment is very important. It is at the same time the support of the offer, the referent of identity and the differentiating element of the service company. Different approaches have emerged from this perspective to identify the nature of the consumer / physical environment relationship (explanatory approaches, behavioral approach and environmental psychology approach). The purpose of this article is to show the impact of the components of the physical environment on the behavioral fidelity of hotel services customers. The purpose of this article is to show the impact of the components of the physical environment on the behavioral fidelity of hotel services customers. A survey was conducted on a sample of 270 clients from different cities of Algeria. We shall try to show the role of the physical variables and social interactions  through  the  evaluation  of  quality,  satisfaction  and  customer  loyalty  behavioral grounding,  using  structural  equations  modeling  on  the  set  of  variables  included  in  the  research model.  Our  results  show  positive  effects  of  satisfaction,  quality and  customer  loyalty  behavioral grounding in forming customer behavioral loyalty.

Therefore, we believe that this study should make a significant contribution to the literature on the role of Global environment of the service on customer behavioral loyalty of Hotel services.

 

Anahtar Kelimeler

Servicescape, satisfaction, the relationship consumer, physical environment, quality

The Influence Of The Physical Environment On Loyalty During A Service Meeting Application To The Case Of The Hotel Industry

Öz

In the context of hedonic services, the role of the environment is very
important. It is at the same time the support of the offer, the referent of identity
and the differentiating element of the service company. Different approaches
have emerged from this perspective to identify the nature of the consumer /
physical environment relationship (explanatory approaches, behavioral approach
and environmental psychology approach). The purpose of this article is to show
the impact of the components of the physical environment on the behavioral
fidelity of hotel services customers. The purpose of this article is to show
the impact of the components of the physical environment on the behavioral
fidelity of hotel services customers. A survey was conducted on a sample of 270
clients from different cities of Algeria. We shall try to show the role of the
physical variables and social interactions 
through  the  evaluation 
of  quality,  satisfaction 
and  customer  loyalty 
behavioral grounding,  using  structural 
equations  modeling  on 
the  set  of 
variables  included  in  the  research model.  Our 
results  show  positive 
effects  of  satisfaction, 
quality and  customer  loyalty 
behavioral grounding in forming customer behavioral loyalty.

Therefore, we believe that this study should make a significant
contribution to the literature on the role of Global environment of the service
on customer behavioral loyalty of Hotel services.

 

Anahtar Kelimeler

Servicescape, satisfaction, the relationship consumer, physical environment, quality

Kaynakça

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