Quality of the service in hotel organizations from the perspective SERVQUAL

Abstract

The objective of the investigation is to determine the relationship between the quality of service in hotel organizations from the SERVQUAL perspective, and it is correlational - from the Pearson side, which allowed information to be collected at a single moment to the population sample made up of 169 clients from Hotel organizations in the city of Manta, through the adaptation of the Parasuraman, Zeithaml and Berry instrument, adapted to the measurement of the hotel sector. The security dimension has a correlation of -, 063 which catalogs it as a moderate negative correlation, which indicates that the perception and expectations of the client are correlated with the services provided, however, these must be perfected to guarantee the scope of a outlook of excellence. The correlations to be from moderated to low, indicates that the perception and expectations of customers although it is favorable, it is not enough to assess as excellent hotel organizations.