Calidad del servicio: un estudio en hoteles con el modelo SERQVUAL

Rolando Antonio Eslava-Zapata; Edixon Javier Chacón-Guerrero; Johanna Milena Mogrovejo-Andrade; Alexander Valero-Valencia

doi:10.15649/2346030X.3286

Authors

Rolando Antonio Eslava-Zapata Universidad Libre - Cúcuta, Colombia https://orcid.org/0000-0003-2581-1873
Edixon Javier Chacón-Guerrero Universidad de los Andes - Merida, Venezuela https://orcid.org/0000-0002-9593-0379
Johanna Milena Mogrovejo-Andrade Universidad Francisco de Paula Santander - Cúcuta, Colombia https://orcid.org/0000-0002-9694-3382
Alexander Valero-Valencia Universidad de Pamplona - Pamplona, Colombia https://orcid.org/0000-0002-9593-0379

DOI:

https://doi.org/10.15649/2346030X.3286

Keywords:

service quality, service management, hotels, servqual

Abstract

The study analyzed the quality of service hotels in Cúcuta offer to tourists. The study is quantitative, with an exploratory and descriptive cross-sectional design. A non-probabilistic intentional sample of four three-star hotels in Cúcuta, Norte de Santander, Colombia, was used. In this sense, the SERVQUAL model was applied to find the differences between customers' perceptions and expectations in the dimensions: tangibility, reliability, responsibility, security, and empathy. The results revealed that service quality is of the utmost importance nowadays since, in the market, products, and services offered by hotels with reliable characteristics are highly valued by current customers and help to attract new customers. As economic, political, and social conditions change, hotel companies create service-oriented organizational cultures; therefore, quality is essential to organizational growth. It was found that there is a small gap between customers' expectations and perceptions of service quality; however, it is evident that hotel companies are meeting customers' needs in the various services offered to strengthen their loyalty.

Author Biography

Rolando Antonio Eslava-Zapata, Universidad Libre - Cúcuta, Colombia

Rolando Eslava Zapata. Profesor Asociado de la Universidad de Los Andes “Dr. Pedro Rincón Gutiérrez” – Táchira - Venezuela, Licenciado en Contaduría Pública, Licenciado en Administración y Magister en Ciencias Contables obtenidos en la Universidad de Los Andes - Venezuela. Diploma de Estudios Avanzados y Doctor en el programa de “Nuevas tendencias en administración de organizaciones” obtenidos en la Universidad Complutense de Madrid. Postdoctorado en “Desarrollo Humano” obtenido en la Universidad de los Andes - Venezuela. Email: rolandoeslava@gmail.com.

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