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Parra Díaz, María Catalina (2015)
Languages: Spanish; Castilian
Types: Master thesis
Subjects: Calidad percibida del Servicio, Modelos de Medición, Servicio al cliente
Las exigencias de los consumidores han dado paso a la investigación de instrumentos que permitan medir la calidad del servicio. Estos instrumentos son llamados modelos de medición, los cuales ayudan a conocer las opiniones de los clientes para determinar sus necesidades y poderlas aplicar en los establecimientos. El presente trabajo tiene como objetivo evaluar lo modelos de medición de calidad del servicio que se aplican en la industria de hospitalidad. Se dará a conocer los conceptos básicos de calidad del servicio y se explicaran los principales modelos de medición que se han desarrollado a lo largo del tiempo. Se analizará cuáles son los modelos de medición de calidad del servicio más utilizados en restaurantes y hoteles, llegando a concluir que el modelo SERVQUAL es el más reconocido y el que mayor acogida tiene dentro de la industria de hospitalidad. The consumers’ demands have induced into researches about an instrument that measure quality service. These instruments are called measurement models, which help you to know the customers’ opinions to determine their needs and to be able to apply in their establishments. Therefore, this study aims to evaluate the measuring models of quality service that are applied in hospitality industry. Will be given to know the basic concepts of quality of service and also will explain the main measurement models that have been developed over time. Will be analyzed which measuring quality of services models are the most used in restaurants and hotels, coming to the conclusion that the SERVQUAL model is the most recognized and has greater acceptance within the hospitality industry
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