The Golden Behavior of Leadership and Its Impact on Customer Satisfaction in the Tourism Sector: An Exploratory Study in Tourist Hotels

Abstract

This study aimed to analyse the impact of golden-mannered leadership on customer satisfaction in the tourism sector, with a focus on tourist hotels. A questionnaire was distributed to a sample of tourists in the holy city of Karbala and Najaf, and the number of questionnaires that were distributed reached (125) questionnaires for the purpose of collecting data. Statistical techniques were used to analyse data and determine the relationship between leadership with golden behaviour and customer satisfaction. The study found results indicating a positive and strong correlation between golden-mannered leadership and customer satisfaction in the tourism sector. Based on these results, the study recommends that the leaders of tourist hotels in the holy city of Karbala and Najaf pay special attention to developing golden behaviour in their leadership they must adopt the principles of ethical leadership, effective communication with customers, encourage sustainability and provide quality service. Continuous training and development should also be provided to leaders to enhance golden driving behaviour and improve the customer experience.