Calidad del servicio en la industria hotelera: Service quality in the hotel industry

Lizangela Aurelia Hinojosa-Yzarra; Joaquín  Machaca-Rejas; Marilu Marcela  Quispe-Villanueva; Anyi Melani Gómez-Paucar

doi:10.53942/srjcidi.v3i5.130

Service quality in the hotel industry

Calidad del servicio en la industria hotelera

Authors

Lizangela Aurelia Hinojosa-Yzarra Universidad Nacional Autónoma de Huanta, Ayacucho, Perú https://orcid.org/0000-0001-9567-0303
Joaquín Machaca-Rejas Universidad Nacional José María Arguedas, Andahuaylas, Perú https://orcid.org/0000-0002-7399-4777
Marilu Marcela Quispe-Villanueva Universidad Nacional Autónoma de Huanta, Ayacucho, Perú https://orcid.org/0000-0001-7785-4977
Anyi Melani Gómez-Paucar Universidad Nacional de Huancavelica, Huancavelica, Perú

DOI:

https://doi.org/10.53942/srjcidi.v3i5.130

Keywords:

Hotel Services, Perceptions, Hospitality, SERVQUAL, QoS

Abstract

The hotel industry has peculiar characteristics being a service industry open 24 hours a day to provide lodging, food and basic services whose quality is a vital requirement and determinant of competitive advantage to create and maintain positive and satisfactory relationships with customers in the hotel sector. The objective of the present study was to present an overview of the literature related to service quality in the hotel industry. References found in different databases such as SciELO, Scopus, ScienceDirect, among others, were reviewed, using descriptors such as "QoS" "SERVQUAL" "Hospitality" "Perceptions" "Hotel Services", in order to analyze hotel service quality and its interrelation with the factors that influence customer expectations and perceptions. It is highlighted among the results that the dimensions that determine the overall level of satisfaction of visitors are tangibility, reliability, guarantee, empathy and responsiveness. It is concluded that SERVQUAL is the appropriate tool for analyzing the quality of service in the hotel industry.