Publication: Q de calidad y satisfacción del turista en el sector hotelero español
Authors
Fuentes Medina, M. Lilibeth ; Hernández Estárico, Estefanía ; Morini Marrero, Sandra
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Publisher
Murcia: Servicio de Publicaciones de la Universidad de Murcia
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DOI
https://doi.org/10.6018/turismo.37.256211
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info:eu-repo/semantics/article
Description
Abstract
España ha centrado la mejora de la competitividad de sus destinos turísticos en la calidad
del servicio, desarrollado a través de la marca «Q de calidad turística».
En este trabajo, se contrasta si el esfuerzo realizado por los hoteles en alcanzar este
estándar de calidad, es percibido por el turista que se aloja en el mismo de manera general o
si se centra en alguna dimensión particular del servicio.
Los resultados revelan que, para la muestra analizada, la calidad reconocida influye en la
satisfacción que obtiene el cliente en ese establecimiento de forma diferente según la dimensión
objeto de estudio.
ABSTRACT: Spain has been working on improving the competitiveness of its tourist destinations, focusing on the quality of the service. This paper analyzes whether the efforts made by the tourism establishment to achieve the Q brand are perceived by their guests in a general way or in a particular dimension of the service. Statistical contrasts of mean differences are performed to evaluate if the score of a Q hotel is greater than that of a non-Q hotel. The results show that the Q brand is related to the satisfaction of the customer in a different way according the analyzed dimension.
ABSTRACT: Spain has been working on improving the competitiveness of its tourist destinations, focusing on the quality of the service. This paper analyzes whether the efforts made by the tourism establishment to achieve the Q brand are perceived by their guests in a general way or in a particular dimension of the service. Statistical contrasts of mean differences are performed to evaluate if the score of a Q hotel is greater than that of a non-Q hotel. The results show that the Q brand is related to the satisfaction of the customer in a different way according the analyzed dimension.
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