Un análisis conjunto de la calidad del servicio: un estudio de caso de los modelos SERVQUAL e INTSERVQUAL en lodges ecuatorianos

Pablo Raúl Manzano Insuasti, Eliud Silva

DOI: https://doi.org/10.14198/INTURI2022.23.11

Resumen

El objetivo principal de este documento es combinar y analizar, desde una perspectiva estadística, las expectativas y percepciones de la calidad de servicio de los turistas nacionales y extranjeros alojados en establecimientos de categoría lodge a través del llamado modelo SERVQUAL, así como el de empleados que laboran en estas empresas, a través del modelo denominado INTSERVQUAL. El estudio se realiza en establecimientos ubicados en la Sierra y Amazonia del Ecuador. Se utilizan algunas herramientas estadísticas como Análisis de Componentes Principales y correlaciones. Los hallazgos más significativos son la concordancia con los resultados existentes en la literatura especializada y la identificación de nuevas correlaciones significativas, así como la estimación de índices para cada uno de los casos abordados, todos ellos con una alta capacidad explicativa. Estos índices se consideran un medio para facilitar la toma de decisiones en beneficio del mejoramiento de la calidad del servicio en los establecimientos objeto de estudio.


Palabras clave

expectativas; percepciones; lodge; calidad; servicio; SERVQUAL; INTSERVQUAL

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DOI: https://doi.org/10.14198/INTURI2022.23.11





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