نوع مقاله : ترویجی
1 دانشجوی دکتری مدیریت گردشگری، دانشگاه علم و فرهنگ تهران، تهران، ایران
2 گروه مدیریت، دانشگاه پیام نور، صندوق پستی 3697-19395، تهران، ایران
3 گروه شیمی، دانشگاه پیام نور ،صندوق پستی 3697-19395، تهران، ایران
عنوان مقاله [English]
Customers are the lifeblood of the organization. Today, only organizations that will be successful and Continue to live and to achieve remarkable success that In sufficient numbers, to attract customers and keep them. present research aimed to The Impact of Service Quality on Customer Satisfaction in the hotel industry in 5 star hotels of East Azerbaijan Including: Hotels El-Goli Pars and shahriar has been done in the summer of 2016. The data required for this research has gathered by questionnaire with available non-random sampling method through 5 stars hotels guests of Tabriz City. This research, in terms of purpose is functional and based on data collection, is descriptive survey. Also, It has been used structural equation modeling through the Smart PLS software to analyze data. Statistical population of this research has considered all guests of the 5 stars Hotels Tabriz City. Given that the population size is unknown from Cochran formula is used in order to determine the sample size. The sample size of 196 is people guests of the 5 stars Hotels Tabriz City. SERVQUAL model is used in this study. the conceptual Independent variables in this search including: tangibility, reliability, responsiveness, assurance, empathy and the Customer satisfaction dependent variable. Provided results showing that There is a positive and significant relationship between the dimensions of service quality With customer satisfaction in 5 star hotels Tabriz City.and alsoit was shown that From between dimensions of service quality assurance is the largest coefficient value And its impact on customer satisfaction is higher than other variables.