The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
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 perceptio...
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| Autores principales: | , , |
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| Formato: | Artículo científico |
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Centro de Investigaciones Comerciales e Iniciativas Académicas
2011
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| Acceso en línea: | http://www.redalyc.org/articulo.oa?id=63122680002 http://biblioteca.clacso.edu.ar/gsdl/cgi-bin/library.cgi?a=d&c=pr/pr-004&d=63122680002oai |
| Aporte de: |
| Sumario: | 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. |
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