Service quality: a study in hotels with the SERQVUAL model
DOI:
https://doi.org/10.15649/2346030X.3286Keywords:
service quality, service management, hotels, servqualAbstract
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.
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