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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Detalles Bibliográficos
Autores principales: Flora María Díaz-Pérez, Marysela Coromoto Morillo-Moreno, María Yolanda Bethencourt-Cejas
Formato: Artículo científico
Publicado: Centro de Investigaciones Comerciales e Iniciativas Académicas 2011
Materias:
Administración y Contabilidad
Service quality
tourism
Servqual model
five gaps model
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:
Red de Bibliotecas Virtuales de Ciencias Sociales (CLACSO) de Consejo Latinoamericano de Ciencias Sociales
id I16-R122-63122680002oai
record_format dspace
institution Consejo Latinoamericano de Ciencias Sociales
institution_str I-16
repository_str R-122
collection Red de Bibliotecas Virtuales de Ciencias Sociales (CLACSO)
topic Administración y Contabilidad
Service quality
tourism
Servqual model
five gaps model
spellingShingle Administración y Contabilidad
Service quality
tourism
Servqual model
five gaps model
Flora María Díaz-Pérez
Marysela Coromoto Morillo-Moreno
María Yolanda Bethencourt-Cejas
The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
topic_facet Administración y Contabilidad
Service quality
tourism
Servqual model
five gaps model
description 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.
format Artículo científico
Artículo científico
author Flora María Díaz-Pérez
Marysela Coromoto Morillo-Moreno
María Yolanda Bethencourt-Cejas
author_facet Flora María Díaz-Pérez
Marysela Coromoto Morillo-Moreno
María Yolanda Bethencourt-Cejas
author_sort Flora María Díaz-Pérez
title The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
title_short The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
title_full The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
title_fullStr The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
title_full_unstemmed The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
title_sort user gap (perceptions-expectations) in tourism accommodation services in mérida state, venezuela
publisher Centro de Investigaciones Comerciales e Iniciativas Académicas
publishDate 2011
url 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
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