| Streszczenie: | The objective of this study is to identify the most significant parameters that contribute to customer satisfaction based on the service provided to guests of a four-star hotel in the port of Mazatlán, Sinaloa, through a quantitative-descriptive and cross-sectional methodology. A survey was applied to a population of 100 guests with a sampling error of 1.89% using an instrument with a Cronbach's Alpha of 0.92 of reliability. Statistical cross-tabulation analysis was used to treat the data provided by the applied instrument and by means of Pearson's chi-square and the value of p = (0.05), it was possible to identify those 12 elements were considered to assess the satisfaction of the hotel guests, the results show that ten of them present a greater positive relationship on the variable to be explained called satisfaction, offering a quality of service as a result.
Keywords: Customer satisfaction, quality of service, hotel sector.
JEL codes: M31
Received: 26/10/2020. Accepted: 25/07/2021. Published: 01/12/2021.
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