The Mediating Role of Emotional Intelligence In The Relationship Between Services Quality And Visitors Satisfaction of The Two Holy Mosques

Abstract

The study aimed to identify the mediating role of emotional intelligence in the relationship between services quality and visitors satisfaction of the two holy mosques, and to achieve the goal of the study, the researchers adopted the descriptive and analytical approach, selecting an easy sample of visitors to the Two Holy Mosques during the period from 17/03/2022 until 15/05/2022. (85) visitors. Distributed to them a questionnaire developed by the researchers. Statistical package (SPSS) and (AMOS) to process the collected data.

The study found a set of results, the most important of which are: the presence of a statistically significant impact on services quality on visitors satisfaction of the two holy mosques with the determination coefficient of (0.502), and also show that emotional intelligence mediates the relationship between services quality and visitors satisfaction of the two holy mosques with an indirect effect of (0.696).