Parameters of service quality and its relationship with customer satisfaction in four-star accommodations in Mazatlan, Sinaloa, Mexico
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...
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Unidad Editorial UPTC
2021
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| Online Access: | https://revistas.uptc.edu.co/index.php/inquietud_empresarial/article/view/11962 |
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| author | Morales Morales, Jaime Josué González Álvarez, Eleazar Valdez Acosta, Nadia Aileen Morales Morales, Jesús René |
| author_facet | Morales Morales, Jaime Josué González Álvarez, Eleazar Valdez Acosta, Nadia Aileen Morales Morales, Jesús René |
| author_sort | Morales Morales, Jaime Josué |
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| description | 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. |
| format | Online |
| id | oai:oai.revistas.uptc.edu.co:article-11962 |
| institution | Revista Inquietud Empresarial |
| language | spa |
| publishDate | 2021 |
| publisher | Unidad Editorial UPTC |
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| spelling | oai:oai.revistas.uptc.edu.co:article-119622022-06-16T17:10:20Z Parameters of service quality and its relationship with customer satisfaction in four-star accommodations in Mazatlan, Sinaloa, Mexico Parámetros de la satisfacción de clientes del servicio de alojamiento tipo cuatro estrellas y su relación con la calidad en el servicio. Morales Morales, Jaime Josué González Álvarez, Eleazar Valdez Acosta, Nadia Aileen Morales Morales, Jesús René Satisfacción de clientes calidad en el servicio sector hotelero Customer satisfaction quality of service hotel sector 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. El presente estudio tiene como objetivo identificar los parámetros más significativos que contribuyen a la satisfacción de clientes en función del servicio otorgado a los huéspedes de un hotel cuatro estrellas del puerto de Mazatlán, Sinaloa, mediante una metodología cuantitativa-descriptiva y trasversal. Se aplicó una encuesta a una población de 100 clientes con un error de muestreo de 1.89% utilizando un instrumento con un Alfa de Cronbach de 0.92 de confiabilidad. Se utilizó el análisis estadístico de tabulación cruzada para el tratamiento de los datos que arrojó el instrumento aplicado y por medio de la Ji cuadrada de Pearson y el valor de p= (0.05), fue posible identificar que 12 elementos se consideraron para valorar la satisfacción de los clientes del hotel, los resultados evidencian que diez de ellos presentan una mayor relación positiva sobre la variable a explicar denominada satisfacción, ofreciéndose como resultado calidad en el servicio. Palabras claves. Satisfacción de clientes, calidad en el servicio, sector hotelero Códigos JEL: M31 Recibido: 26/10/2020. Aceptado: 25/07/2021. Publicado: 01/12/2021. Unidad Editorial UPTC 2021-12-01 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://revistas.uptc.edu.co/index.php/inquietud_empresarial/article/view/11962 10.19053/01211048.11962 Inquietud Empresarial; Vol. 21 No. 2 (2021): Inquietud Empresarial 21(2) Julio-Diciembre 2021: Special Issue on: "Business and Management on Innovation and Sustainability"; 71-84 Inquietud Empresarial; Vol. 21 Núm. 2 (2021): Inquietud Empresarial 21(2) Julio-Diciembre 2021: Special Issue on: "Business and Management on Innovation and Sustainability"; 71-84 0121-1048 spa https://revistas.uptc.edu.co/index.php/inquietud_empresarial/article/view/11962/11197 Derechos de autor 2021 Jaime Josué Morales Morales, Eleazar González Álvarez, Nadia Aileen Valdez Acosta, Jesús René Morales Morales http://creativecommons.org/licenses/by-nc/4.0 |
| spellingShingle | Satisfacción de clientes calidad en el servicio sector hotelero Customer satisfaction quality of service hotel sector Morales Morales, Jaime Josué González Álvarez, Eleazar Valdez Acosta, Nadia Aileen Morales Morales, Jesús René Parameters of service quality and its relationship with customer satisfaction in four-star accommodations in Mazatlan, Sinaloa, Mexico |
| title | Parameters of service quality and its relationship with customer satisfaction in four-star accommodations in Mazatlan, Sinaloa, Mexico |
| title_alt | Parámetros de la satisfacción de clientes del servicio de alojamiento tipo cuatro estrellas y su relación con la calidad en el servicio. |
| title_full | Parameters of service quality and its relationship with customer satisfaction in four-star accommodations in Mazatlan, Sinaloa, Mexico |
| title_fullStr | Parameters of service quality and its relationship with customer satisfaction in four-star accommodations in Mazatlan, Sinaloa, Mexico |
| title_full_unstemmed | Parameters of service quality and its relationship with customer satisfaction in four-star accommodations in Mazatlan, Sinaloa, Mexico |
| title_short | Parameters of service quality and its relationship with customer satisfaction in four-star accommodations in Mazatlan, Sinaloa, Mexico |
| title_sort | parameters of service quality and its relationship with customer satisfaction in four star accommodations in mazatlan sinaloa mexico |
| topic | Satisfacción de clientes calidad en el servicio sector hotelero Customer satisfaction quality of service hotel sector |
| topic_facet | Satisfacción de clientes calidad en el servicio sector hotelero Customer satisfaction quality of service hotel sector |
| url | https://revistas.uptc.edu.co/index.php/inquietud_empresarial/article/view/11962 |
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