Calidad del servicio y satisfacción del cliente en complejos turísticos: antecedentes de la brecha desde la perspectiva del modelo de brecha de SERVQUAL
DOI:
https://doi.org/10.15649/2346030X.4835Palabras clave:
antecedentes de la brecha, satisfacción del cliente, modelo de la brecha, complejos turísticos, calidad del servicio, SERVQUALResumen
Este estudio se llevó a cabo con el fin de evaluar el nivel actual de calidad del servicio y la satisfacción de los clientes en los complejos turísticos de Nepal, así como para identificar las causas de la brecha de SERVQUAL (Parasuraman et al., 1985) entre los empleados de dichos complejos y sus clientes. Para este estudio se utilizó un diseño de encuesta cuantitativa con estadísticas descriptivas. Se tuvieron en cuenta las cinco brechas del modelo SERVQUAL original para explicar las causas de la brecha desde las perspectivas del modelo de brechas de SERVQUAL. La muestra estuvo compuesta por un total de 303 empleados y clientes, todos ellos de la provincia de Bagmati, en Nepal. Se utilizó una escala de Likert de cinco puntos para cuantificar los datos, con una puntuación máxima de 5 y una mínima de 1. El estudio reveló que la puntuación media de la calidad del servicio en los complejos turísticos nepalíes fue de 4,54, con una brecha de 0,286 desde la perspectiva de los empleados, y que la puntuación media de satisfacción de los clientes fue de -0,81, con una brecha de 1,025 desde la perspectiva de los clientes. Los seis componentes del modelo SERVQUAL contextualizado por Adhikari et al. (2023) no cumplieron ni superaron las expectativas de los clientes en los complejos turísticos de la muestra de Nepal. Por lo tanto, se requiere una mejora continua para cumplir o superar las expectativas de los clientes. Como implicación, este estudio abre la posibilidad de incorporar en futuras investigaciones
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