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Medición de la calidad de servicio: una aplicación a los establecimientos de alojamiento turístico1

  • CASINO MARTÍNEZ, A.

    ()

    (Dpto. de Economía Aplicada. Facultad de Economía. Universidad de Valencia)

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    En este trabajo se revisan algunos aspectos metodológicos, conceptuales y operativos, relacionados con la evaluación de la calidad en el sector servicios. También se presenta un estudio empírico con el que se pretende contribuir a la medición de la calidad en el ámbito de los servicios prestados por establecimientos de alojamiento turístico. El diseño muestral desarrollado en la investigación ha permitido obtener información con la que se ha procedido al estudio de la fiabilidad y validez del cuestionario elaborado, después se ha efectuado un análisis en el que se comparan las expectativas y percepciones de la demanda turística, para concluir con un estudio comparativo entre las opiniones de la oferta y la demanda.En este trabajo se revisan algunos aspectos metodológicos, conceptuales y operativos, relacionados con la evaluación de la calidad en el sector servicios. También se presenta un estudio empírico con el que se pretende contribuir a la medición de la calidad en el ámbito de los servicios prestados por establecimientos de alojamiento turístico. El diseño muestral desarrollado en la investigación ha permitido obtener información con la que se ha procedido al estudio de la fiabilidad y validez del cuestionario elaborado, después se ha efectuado un análisis en el que se comparan las expectativas y percepciones de la demanda turística, para concluir con un estudio comparativo entre las opiniones de la oferta y la demanda. Some methodological aspects, both conceptual as well operative, which are related to the evaluation of the quality in the service sector are reviewed in this work. Additionally, an empirical study is shown in order to contribute to measuring the quality in the scope of the services provided by tourist accommodation establishments. A questionnaire was drafted and the design of the sample has allowed us to obtain information in order to study the reliability and validity of this questionnaire. Afterwards, the expectations and perceptions of the tourist demand are analysed and compared. A comparative study between the opinions of clients and management concludes this work.

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    Article provided by Estudios de Economía Aplicada in its journal Estudios de Economía Aplicada.

    Volume (Year): 18 (2001)
    Issue (Month): (Agosto)
    Pages: 83-104

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    Handle: RePEc:lrk:eeaart:18_2_9
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