Resumo: The main objective of this document is to combine and analyze, from a statistical perspective, the expectations and perceptions of the quality of service of national and foreign tourists staying in lodge category establishments through the so-called SERVQUAL model, as well as that of the employees who work in these companies, through the model called INTSERVQUAL. The study is carried out in establishments located in the Sierra and Amazon of Ecuador. Some statistical tools such as Correlations and Principal Components are used. The main findings are the agreement with existing results in the specialized literature and identification of significant new correlations, as well as the estimation of indices for each of the cases addressed, all of them with a high explanatory capacity. These indices are considered to be a means to facilitate decision-making for the benefit of improving the quality of the service in the lodges under study.
