Fonte: Journal of Tourism & Development; n. 15 (2011); 71-85
Palavras-chave:
Resumo: Quality of service and customer satisfaction in the hotel industry are key components for customers’ loyalty and for the establishment of a long term relation with the customers. However, the evaluation of customer satisfaction, in particular in the hotel industry is not a current managerial practice. This is due, in part, to the lack of dully validated scales who measure customer satisfaction for the target population of these organizations. In this paper, we describe the creation of a hotel service quality and customer satisfaction measurement scale validated for the Portuguese 4 and 5 stars hotels. The new scale, QdSH, evaluates quality of services and customer satisfaction in 5 key dimensions with high psychometrical sensitivity, construct validity (factorial, convergent and discriminant) and reliability.
