The Impact of E-Marketing Elements on Hotel Service Quality A Study of Customer Opinions from a Sample of Classified Hotels in Sétif Provinc

Abstract

The aim of this study is to measure the impact of electronic marketing elements (websites, social media platforms, email, and telephone) on hotel service quality in the classified hotels of Sétif Province, to achieve this objective an electronic questionnaire was distributed to a purposive sample of 70customers and data were analyzed using SPSS V.22.

The results revealed a positive and statistically significant effect of electronic marketing on service quality, as its elements explained 46.9% of the variation in hotel service quality. The study also indicated that social media platforms and websites were the most influential tools, while the telephone showed a weak and statistically insignificant effect. This highlights the importance of focusing on modern digital channels of enhance service quality and increase customer satisfaction.