خلاصة:
Service quality is a factor for measuring customer satisfaction in hotel industry. Therefore, in order to achieve competitive advantage and maintain customers, improving service quality has become an important tool in hotel industry to achieve customer satisfaction which is lead to customer loyalty. Because companies are developing close relationships with suppliers and customers. Since then the role of suppliers and their impact on the external services quality cannot be forgotten, in this research, the effect of external services quality are examined on internal service quality and customer loyalty in the supply chain of hotel industry. After reviewing the literature of the study and identifying the variables, the standard questionnaire Parkshash (2011) was distributed among 265 experts of the Parsian hotels complex then were analyzed by Structural Equation Modeling(SEM) and LISREL8. Ultimately finding showed that there is a positive relationship between external service quality and internal service quality and customer loyalty.
ملخص الجهاز:
Therefore, in order to achieve competitive advantage and maintain customers, improving service quality has become an important tool in hotel industry to achieve customer satisfaction which is lead to customer loyalty.
Since then the role of suppliers and their impact on the external services quality cannot be forgotten, in this research, the effect of external services quality are examined on internal service quality and customer loyalty in the supply chain of hotel industry.
identifying the dimensions of the quality of external services in the supply chain will lead to a better understanding of the relationships and interactions between suppliers and can be used to increase profitability.
In this study has investigated the effect of external and internal service quality on customer loyalty in hotel industry.
According to the records done in practice, it is observed that there is less attention to the external services quality in the supply chain, and the impact it has on customer loyalty.
Agility: Description of the supplier's ability to respond quickly and sudden changes in the supply chain, demand, and external disturbances (Lee,2004) and included in time and quick services toward the focal organization.
In this study external service quality is an exogenous structure of model and internal service quality, satisfaction and customer loyalty are endogenous structures.
7. Recommendation In order to increase customer satisfaction and loyalty, and according to the results of structural equation modeling, suggestions on the external services quality dimensions are presented as below: Agility: The ability of suppliers to rapidly and suddenly change in the supply chain of hotel industry is determined by the organization.