دراسة تأثير تسهيلات العافيه العقلية في الفنادق على رضا وولاء العملاء Studying the Impact of Mental Wellness Facilities in Hotels on Customer Satisfaction and Loyalty

Life disturbances, work pressures, and accumulated burdens have led individuals to feel stress and escape from complex life events by doing some exercises, resorting to relaxation and calm, and taking enough time to rest until they can lead an everyday life. Hence, the hospitality industry was interested in providing mental wellness facilities to its visitors to improve mental health and provide services to satisfy the guests. Objective: This paper aims to studying mental wellness facilities in hotels and how these services help in the satisfaction and loyalty of hotel customers. The research problem : It was noted that there are few studies in the hospitality industry that mentioned this concern. Thus, it is required to work on mental wellness facilities and make recommendations that improve hotel guests’ satisfaction and increase their loyalty. Method : This study was conducted by the quantitative method through the distribution of questionnaire forms through the hotel management and online as the data gathering instrument, which was produced based on previous studies, resulting in 500 usable forms. Four factors were used from the survey data, which represent the services provided to customers, and the customers' viewpoints agreed on “The spa provides a concierge service of high- quality" the highest service provided that led to their satisfaction. The results : this paper proved that there was a significant shortcoming in the application of mental wellness facilities, especially in the two dimensions (providing psychological counselling well - providing learning opportunities, and providing a library in hotels, while the application of the two dimensions (The spa provides a concierge service of high-quality_ This spa has facilities like yoga/meditation of high-quality) are satisfactorily available. Discussion . Hotel managers should consider focusing on providing mental wellness facilities to their customers to gain their satisfaction and loyalty to the hotel, and the government must have a primary and cooperative role with the hotel sector to provide good wellness services to guests .