مجلة المؤشر للدراسات الاقتصادية
Volume 2, Numéro 2, Pages 193-216
2018-05-30

Services Cape: The Impact Of Physical Environment On Customer’s Loyalty In Hotel Services



Authors : Tarik Saidi .

Abstract

The aim of this paper is to show the impact of physical environment components on customer behavioral loyalty of Hotel services. We shall try to show the role of the physical variables through the evaluation of satisfaction, lived experience 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, lived experience and customer loyalty behavioral grounding in forming customer behavioral loyalty

Keywords

Services cape, satisfaction, experience, customer loyalty behavior

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