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Relación Entre La Calidad De Servicio Y La Satisfacción Del Consumidor. Su Evaluación En El Ámbito Del Turismo Termal /


  • Alén González, M. E.

    () (Universidad de Vigo (España))

  • Fraiz Brea, J. A

    () (Universidad de Vigo (España))


La calidad de servicio y la satisfacción son constructos que han recibido una gran atención en la literatura de marketing, siendo elementos centrales de muchas investigaciones. Sin embargo, las relaciones entre ambos todavía no están claras. Por ello, en el presente trabajo, se contrasta empíricamente un modelo que recoge las relaciones causales encontradas para ambos. Concretamente, pretendemos evaluar en el contexto del turismo termal, si la relación entre ambos conceptos es bidireccional (la satisfacción como antecedente de la calidad de servicio y a al mismo tiempo, consecuente) o unidireccional (la satisfacción como antecedente o consecuente de la calidad de servicio). / Service quality and satisfaction are constructs that have received so much attention in marketing literature; they had been the central elements of many investigations. However, the relationship between them is not still clear. Because of it, in the present work, a model which picks up the causal relationships for both is empirically contrasted. Specifically, we expect to evaluate in thermal tourism context, if the relationship between both constructs is bidirectional (satisfaction as an antecedent of service quality and at the same time, consequent) or unidirectional (satisfaction as antecedent or consequent of service quality).

Suggested Citation

  • Alén González, M. E. & Fraiz Brea, J. A, 2006. "Relación Entre La Calidad De Servicio Y La Satisfacción Del Consumidor. Su Evaluación En El Ámbito Del Turismo Termal /," Investigaciones Europeas de Dirección y Economía de la Empresa (IEDEE), Academia Europea de Dirección y Economía de la Empresa (AEDEM), vol. 12(1), pages 251-272.
  • Handle: RePEc:idi:jiedee:v:12:y:2006:i:1:p:251-272

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    References listed on IDEAS

    1. Wood, Van R. & Bhuian, Shahid & Kiecker, Pamela, 2000. "Market Orientation and Organizational Performance in Not-for-Profit Hospitals," Journal of Business Research, Elsevier, vol. 48(3), pages 213-226, June.
    2. Tse, Alan C. B. & Sin, Leo Y. M. & Yau, Oliver H. M. & Lee, Jenny S. Y. & Chow, Raymond, 2003. "Market orientation and business performance in a Chinese business environment," Journal of Business Research, Elsevier, vol. 56(3), pages 227-239, March.
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