Analysis and proposals for the improvement of the quality of the service perceived and the satisfaction of the client of the hotel sector of Tamaulipas
Analysis and proposals for the improvement of the quality of the service perceived and the satisfaction of the client of the hotel sector of Tamaulipas
Análisis y propuestas para la mejora de la calidad del servicio percibida y la satisfacción del cliente del sector hotelero de Tamaulipas
Fonte: El Periplo Sustentable; Núm. 42 (2022): Número cuarenta y dos; 35 - 55
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Resumo: Tourism has always been an important driver of economic growth. The hotel sector depends on tourism to achieve its subsistence in an increasingly prone market to be governed by the perceptions of customers in terms of the quality of services provided. Multiple studies indicate a significant relationship between the perception of the quality of services and customer satisfaction, so there was a need to understand some elements that affect customer satisfaction, such as: trust, tangibles, speed of response, security and empathy, therefore, the general objective of this research was 'determine the relationship that exists between the quality of the service perceived based on the dimensions of the SERVQUAL instrument and the satisfaction of the clients of the hotel sector in Ciudad Victoria, Tamaulipas'. In this sense, a quantitative study was carried out, of non-experimental and cross-sectional design and of correlational scope, where the SERVQUAL instrument was adapted and applied to a sample of 115 clients of the main 11 hotels in the Victoria´s city, Tamaulipas. An Exploratory Factor Analysis and Cronbach's alpha test were performed to determine the validity and reliability of the instrument, as well as a correlation and multiple linear regression analysis to determine the strength and directionality of the relationship between the dimensions that comprise the quality of the perceived service and customer satisfaction in the sector. The results suggest a positive and significant relationship between the variables proposed in the study and invite reflection on best business practices that foster quality in the service provided in the sector.
