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Investigating the effects of tangible and intangible factors on customers’ perceived service quality and loyalty in hotel industry in Al-Ladhiqiyah, Syria

Difusion date: 
Wed 08 Jan 2014

Service quality in tourism industry has been examined in many different types of business enterprise. Aspects of service quality can be divided into two: tangible and intangible. Tangible aspects of service quality include the exterior and interior design of hotels, the equipment found at hotels and the ambient conditions in the environment of hotels. On the other hand, the intangible aspects of service quality are those factors that are not touched; they include reliability, responsiveness, assurance and empathy. The present study investigated the effects of both tangible and intangible aspects of service quality at hotels on both customers’ overall perception of service quality and loyalty. Data were collected from 209 respondents who were guests at some hotels at Al-Ladhiqiyah, a Syrian coastal city.

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