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América Latina y el Caribe
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https://biblioteca-repositorio.clacso.edu.ar/handle/CLACSO/50412| Título : | The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela |
| Palabras clave : | Administración y Contabilidad;Service quality;tourism;Servqual model;five gaps model |
| Editorial : | Centro de Investigaciones Comerciales e Iniciativas Académicas |
| Descripción : | The present research focuses on service quality in tourism accommodation, measured using a combination of the Servqual model, which measures quality from the user's/turist¿s perspective, and the 5-gaps model, in an attempt to account for the discrepancy between client expectations and perceptions. The measurement allows us to infer a service quality shortfall given that expectations exceed perceptions. A quality shortfall was noted in both seasons. Moreover, differences in average Servqual scores were found to exist only among the user groups defined by their level of education and earnings. |
| URI : | http://biblioteca-repositorio.clacso.edu.ar/handle/CLACSO/50412 |
| Otros identificadores : | http://www.redalyc.org/articulo.oa?id=63122680002 |
| Aparece en las colecciones: | Facultad de Administración de Empresas (AACSB Accredited) - EGAE - Cosecha |
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