Customer relationship quality and hotel customer experience: evidence from the algerian hospitality industry

This study examines whether customer relationship quality shapes hotel customer experience in the Algerian hospitality industry. Relationship quality is represented by trust, commitment and satisfaction, while customer experience is treated as a multidimensional construct comprising cognitive, affective, behavioural and social responses. A quantitative, cross-sectional survey generated 269 valid questionnaires from hotel customers in Algeria. The data were analysed with IBM SPSS Statistics 26 using descriptive statistics, Cronbach's alpha, normality and multicollinearity diagnostics, and multiple linear regression. The model explains 69.6% of the variance in customer experience. Trust, commitment and satisfaction all have positive and statistically significant effects, with satisfaction emerging as the strongest predictor, followed by commitment and trust. The findings show that superior hotel experiences depend not only on functional service attributes but also on credible communication, fulfilled promises, professional interactions and cumulative satisfaction across customer touchpoints. The study extends relationship marketing research by positioning relationship quality as an antecedent of multidimensional customer experience and provides evidence from an underrepresented North African hospitality market.