Medición de la calidad en el servicio en Hoteles de Celestún, Yucatán.
- Autores: María Robleda, Cattia Bruno, Erick Centurión, Sara Dzul
- Localización: Ciencias Administrativas y Sociales Handbook T-V: Congreso Interdisciplinario de Cuerpos Académicos / coord. por García Nélida Carmona, Guadalupe Santamaría Ramírez Yuridia, Leticia Almanza Serrano, 2014, ISBN 978-607-8324-05-7, págs. 197-211
- Idioma: español
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Resumen
Yucatán is a state that has many attractions as a tourist destination, archaeological sites, beaches, colonial cities and variety of natural resources that have been recognized in the entire world. Due to thelarge diffusion has been every year registers a large number of domestic and foreign tourists who are used to receive high standards in the quality of services. For this reason the tourists commonly have high quality expectations about the services that they could receive in the place visited. This situation undoubtedly represents a huge challenge for those service providers and it is more for those that are located in rural communities in the state.
This paper shows advances in the research being carried in the town of Celestún, Yucatán, to measure quality in the hotels services. Applying the measuring instrument SERVQUAL scale is intended to identify those elements that the client might perceive as valuable when selecting a hosting option, hoping to contribute to economic development and improve the quality of the service in the hotels of this district.
