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La Satisfacción del Cliente: El Caso de la Marca Grand Fiesta Americana

Author

Listed:
  • Fernando Ávila Carreón

    (Universidad Michoacana de San Nicolás de Hidalgo)

  • Alejandro Javier López Villaseñor

    (Universidad Michoacana de San Nicolás de Hidalgo)

  • Zoe Tamar Infante Jiménez

    (Universidad Michoacana de San Nicolás de Hidalgo)

Abstract

Se analiza la calidad en el servicio de los ocho hoteles de la marca de lujo Grand Fiesta Americana, operada por el Grupo Posadas, mediante la percepción de los clientes. Se emplea la prueba chi-cuadrada o de Pearson por su capacidad de diferenciar elementos dentro de un grupo. Los resultados muestran que existen diferencias en el servicio, tres hoteles se diferenciaron del grupo por su buen servicio y tres por mostrar rendimientos inferiores.

Suggested Citation

  • Fernando Ávila Carreón & Alejandro Javier López Villaseñor & Zoe Tamar Infante Jiménez, 2019. "La Satisfacción del Cliente: El Caso de la Marca Grand Fiesta Americana," Revista de la Facultad de Contaduría y Ciencias Administrativas, Universidad Michoacana de San Nicolás de Hidalgo, Facultad de Contaduría y Ciencias Administrativas, vol. 4(8), pages 106-113, December.
    • Handle: RePEc:msn:rfjrnl:v:4:y:2019:i:8:p:106-113
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