CALIDAD PERCIBIDA DE LOS SERVICIOS: UNA APLICACIÓN A LOS SERVICIOS DE HOSPEDAJE EN LEÓN DE NICARAGUA

Roberto Arturo Berrios Zepeda, Sara Campo Martínez

Resumen


Este estudio proporciona información sobre la valoración de los turistas con respecto a los servicios de hospedaje en la ciudad de León en Nicaragua. Se identifican y relacionan algunos conceptos sobre la percepción de la calidad de los servicios en los hoteles en un entorno virtual. Para el análisis se utiliza la información cuantitativa y cualitativa de la base de datos del sitio web de reservas hoteleras booking.com con una muestra de 433 huéspedes de hoteles. El análisis permite identificar las características claves de los hoteles que son mejor evaluadas y analizar la relación calidad-precio percibida por los clientes. Los puntos fuertes detectados en los hoteles evaluados se caracterizan por la limpieza, confort, ubicación, aceptables instalaciones y servicios, atención del personal y buena relación calidad-precio. Sin embargo la principal limitación se deriva de la baja implantación del sistema de clasificación hotelera como indicador del nivel de calidad.

Palabras clave: calidad percibida, hoteles, reputación on-line, estándares de calidad, booking.com.

Abstract

This study provides information on tourists assessment regarding hospitality services in the city of Leon, Nicaragua. It identifies and points out some concepts about the perception of hotel service quality in a virtual environment. For the analysis, we have used quantitative and qualitative data from booking.com hotel reservation database with a sample of 433 hotel guests. The analysis identifies the hotels key features that are better evaluated and discusses the price-quality relationship perceived by customers. The strengths detected in the assessed hotels are cleanliness, comfort, location, facilities, customer support and value for money. However, the main limitation stems is the low implementation of hotel classification system as a quality indicator.

Keywords: perceived quality, hotels, on-line reputation, quality standards, booking.com.


Palabras clave


Palabras clave: calidad percibida, hoteles, reputación on-line, estándares de calidad, booking.com

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DOI: https://doi.org/10.1234/RAT2011n11

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