Quality of service in Peruvian hotels

Bejarano Auqui J.F.; Huamán Pérez M.N. · Revista Venezolana de Gerencia (2024) · DOI: 10.52080/rvgluz.29.105.14

Resumen

Building an excellent accommodation system is not an arduous task, given that customers have different customers have a variety of requirements to satisfy their needs. In this context, the objective of this research is to describe service quality in Peruvian hotels using service quality in Peruvian hotels through multivariate statistics and factor evaluation factors. The study was considered to be descriptive and quantitative in the elaboration of a questionnaire, in which the SERVQUAL scale was used in a sample of 157 clients of the hotel Los Ficus 157 clients of the Los Ficus hotel. Multivariate statistical analysis was used to quantify multivariate statistical analysis was used to quantify the data, and factorial analysis techniques identified five dimensions corresponding to service quality, respectively. The results show a positive appreciation by customers of the services offered. Customers’ positive appreciation of the services offered. The service quality factors The service quality factors make it possible to visualize the processes that are present in this industry, that the hotel services offer a service of excellence, stability and reliability, providing sufficient and reliable service, providing sufficient space and specific personnel for the proper use of the activity personnel for the adequate use of the commercial activity.

Instituciones: Universidad Peruana Unión