“EVALUACIÓN DE LA CALIDAD DEL SERVICIO QUE SE OFRECE EN EL HOTEL ECUAHOGAR, EN LA CIUDAD DE GUAYAQUIL, 2017”
Fecha
2017-11-28
Autores
Título de la revista
ISSN de la revista
Título del volumen
Editor
UNIVERSIDAD DE GUAYAQUIL
Resumen
El propósito de esta investigación es evaluar la calidad del servicio que se ofrece en el
hotel Ecuahogar, la metodología utilizada fue según el modelo Hotelqual, el cual se basa en
medir las tres dimensiones propuestas (personal, infraestructura, y organización), además se
compone de 20 atributos, y valorados según la escala Likert del 1 al 5, al mismo tiempo se
realizó el análisis discriminante utilizando el software SPSS v.21, el cual permitió la
verificación de las desigualdades entre la variable dependiente ( si recomendar; no
recomendar) y la independiente ( 20 atributos), para la aplicación Los resultados obtenidos
indican que la percepción de la calidad del atributo #2 (4,01) que pertenece a (personal) y el
atributo #5( 4,00) que pertenece a (infraestructura) son las más valorados en la escala “De
acuerdo”, es más, no existe correlación alguna y que está muy cercana a cero (0.376) entre
las variables antes mencionadas, el procedimiento se adaptó a los objetivos propuestos en la
investigación y fue útil, para: a) la identificación del rango de insatisfacción del cliente; b)
la correlación del as variables (dependientes e independiente); c) la clasificación correcta de
los casos agrupados y por último definir a la infraestructura como la peor dimensión
percibida por parte de los clientes.
The purpose of the study is to evaluate the quality of the service offered in the hotel Ecuahogar, the methodology used was the Hotelqual model, which is based on the size of the three proposed dimensions (staff, infrastructure and organization). Besides that it has 20 attributes and valued according to the Likert scale from 1 to 5. At the same time, the discriminant analysis was performed using the SPSS v.21 software, which verified the inequalities between the dependent variable (to recommend or if not recommend) and indepedent variable (20 atributes) to apply. The results obtained to indicate the perception of the quality of the attribute # 2 (4.01) which belongs to (staff) and the attribute # 5 (4.00) which belongs to (infrastructure) are the most valued in the scale "Agreed", in fact, there is no correlation of something and is very close to a zero (0.376) among the variables mentioned above, the procedure was adapted to the objectives proposed in the research and was useful, for: a) identification of the customer's dissatisfaction range; b) correlation of the variables (dependent and independent); c) correct classification of the grouped cases and finally define the infrastructure as the worst dimension perceived by customers.
The purpose of the study is to evaluate the quality of the service offered in the hotel Ecuahogar, the methodology used was the Hotelqual model, which is based on the size of the three proposed dimensions (staff, infrastructure and organization). Besides that it has 20 attributes and valued according to the Likert scale from 1 to 5. At the same time, the discriminant analysis was performed using the SPSS v.21 software, which verified the inequalities between the dependent variable (to recommend or if not recommend) and indepedent variable (20 atributes) to apply. The results obtained to indicate the perception of the quality of the attribute # 2 (4.01) which belongs to (staff) and the attribute # 5 (4.00) which belongs to (infrastructure) are the most valued in the scale "Agreed", in fact, there is no correlation of something and is very close to a zero (0.376) among the variables mentioned above, the procedure was adapted to the objectives proposed in the research and was useful, for: a) identification of the customer's dissatisfaction range; b) correlation of the variables (dependent and independent); c) correct classification of the grouped cases and finally define the infrastructure as the worst dimension perceived by customers.
Descripción
pdf
Palabras clave
Calidad del servicio, Percepción,, Medición, Atributos, Clientes.
Citación
APA