Compliance with the promises related to the quality of the Merida state tourist accommodation service, Venezuela
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| Nhiều tác giả: | , |
|---|---|
| Định dạng: | artículo original |
| Trạng thái: | Versión publicada |
| Ngày xuất bản: | 2017 |
| Miêu tả: | Despite all the efforts, tourist activity is not a relevant sector in Venezuela today. However, it constitutes an alternative for economic development. The study of the competitiveness of the Venezuelan tourism sector is relevant, and quality and services of lodging are fundamental components. This study determined the fulfillment of the service promises made by the providers of tourist accommodation services in the state of Mérida, Venezuela, in connection with the levels of quality perceived by the client. The Scale of Servqual and the integral gap model, both models academically accepted for the study of the quality in the services, were used to measure the gaps of the client and the supplier. Data collection instruments that were previously validated were applied to a sample of users and lodgings obtained by stratified probabilistic sampling, in high and low season. Poor performance of service promises by suppliers (supplier breaches) was found, as well as interesting associations with customer perception of the service quality levels (customer gaps). Strategies were designed to reduce the supplier gap, directed at reducing customer gaps. |
| Quốc gia: | Portal de Revistas TEC |
| Tổ chức giáo dục: | Instituto Tecnológico de Costa Rica |
| Repositorio: | Portal de Revistas TEC |
| Ngôn ngữ: | Español |
| OAI Identifier: | oai:ojs.pkp.sfu.ca:article/3231 |
| Truy cập trực tuyến: | https://revistas.tec.ac.cr/index.php/tec_empresarial/article/view/3231 |
| Từ khóa: | Competitividad calidad de servicio turismo brecha del proveedor competitiveness quality of service tourism supplier gap |