الخدمات السياحية والفندقية وتأثيرها على المستهلك السائح دراسة حالة مجموعة فنادق ولاية وهران

Abstract

Tourism activity begins with tourism marketing by showing the capabilities of the state and tourism resources, especially tourism and hotel services, such as transportation services, security services, catering services, tourist accommodation services, reception services, cleaning, food delivery services and other services, as part of the marketing orientation Modern tourism towards the tourist consumer. Tourist institutions (tourist agencies, hotels) are interested in studying the behavior of the tourist consumer in order to understand purchasing decisions that are affected by a set of psychological factors (perception, motives, personality, learning, trends) and social factors (families, groups, religions and beliefs) In order to meet those needs and desires in order to understand the behavior of the tourist consumer and his reactions to the tourism and hotel services and to know his arguments and desires, we conducted a study on a group of hotels in the state of Oran, After defining the statistical community by taking a sample of 125 tourists, the results extracted from the SPSSV26 program proved that the tourist is satisfied with the quality of tourism services. And the hotels provided to him by the hotels of the state of Oran, this indicates that the tourism and hotel sector does not suffer from a shortage and poor quality of its services, the tourist pays attention to the price and the quality of the tourist and hotel services when choosing the hotel