L’impact de l’environnement physique d’un lieu de service sur le comportement de fidélité des clients Application au secteur de l’hôtellerie en Algérie

Abstract

In the field of servicing, the company's offer is based on services of an intangible nature, where the physical environment provides a set of elements on which consumers rely to assess the quality of the services offered. It constitutes the core of the service offering through its substantial effect on customer satisfaction and its important role in strengthening customer loyalty. The objective of this study is to identify the impact of the physical environment of a service location on customer loyalty, from which we chose the hotel sector as a research field. We distributed an online questionnaire to 166 people, where the selection of our sample focused on Algerian and foreign tourists having stayed in a luxury hotel in Algeria. After performing an exploratory and confirmatory factor analysis using SPSS software, we were able to confirm the hypotheses of our research, which led us to answer our problematic that : the physical environment of a place of service (hotel) has a positive impact on the loyalty of customers.