Service quality in Medellin hotels using perceptual maps
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Redalyc
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| Natura: | Artículo científico |
| Lingua: | en |
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Universidad del Valle
2018
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| _version_ | 1876426034945982464 |
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| author | Juan Gabriel Vanegas López |
| author_facet | Juan Gabriel Vanegas López |
| contents | Service quality in Medellin hotels using perceptual maps Juan Gabriel Vanegas López Jorge Aníbal Restrepo Morales Gilly Andrea Barros Iglesias Gisella Agudelo Moreno Administración y Contabilidad Hotels Tourism Perception maps Quality of service Technology platforms The online comments and assessments made by hotel customers provide relevant information to determine the various dimensions of the service received. In this context, the purpose of this work is to evaluate the quality perceived by national and international guests staying at different hotels in Medellín (Colombia). To this end, the multidimensional scaling technique of perceptual maps was used to apply to 9,153 comments made on the TripAdvisor platform to 57 hotels between 2005 and 2010. The main finding shows that the factors most valued by guests are cleanliness, quality of rest and service above the location, price and comfort of the rooms, although these factors differ according to the characteristics of the visitor and the hotel. 2018 artículo científico 0120-4645 https://www.redalyc.org/articulo.oa?id=225057030004 https://www.redalyc.org/journal/2250/225057030004/ https://www.redalyc.org/journal/2250/225057030004/html/ https://www.redalyc.org/journal/2250/225057030004/225057030004.epub https://www.redalyc.org/journal/2250/225057030004/movil 10.25100/cdea.v34i60.5927 en http://www.redalyc.org/revista.oa?id=2250 Cuadernos de Administración application/pdf Universidad del Valle Cuadernos de Administración (Colombia) Num.60 Vol.34 |
| format | Artículo científico |
| id | redalyc_225057030004 |
| institution | Redalyc |
| language | en |
| publishDate | 2018 |
| publisher | Universidad del Valle |
| spellingShingle | Service quality in Medellin hotels using perceptual maps Juan Gabriel Vanegas López Administración y Contabilidad Hotels Tourism Perception maps Quality of service Technology platforms Service quality in Medellin hotels using perceptual maps Juan Gabriel Vanegas López Jorge Aníbal Restrepo Morales Gilly Andrea Barros Iglesias Gisella Agudelo Moreno Administración y Contabilidad Hotels Tourism Perception maps Quality of service Technology platforms The online comments and assessments made by hotel customers provide relevant information to determine the various dimensions of the service received. In this context, the purpose of this work is to evaluate the quality perceived by national and international guests staying at different hotels in Medellín (Colombia). To this end, the multidimensional scaling technique of perceptual maps was used to apply to 9,153 comments made on the TripAdvisor platform to 57 hotels between 2005 and 2010. The main finding shows that the factors most valued by guests are cleanliness, quality of rest and service above the location, price and comfort of the rooms, although these factors differ according to the characteristics of the visitor and the hotel. 2018 artículo científico 0120-4645 https://www.redalyc.org/articulo.oa?id=225057030004 https://www.redalyc.org/journal/2250/225057030004/ https://www.redalyc.org/journal/2250/225057030004/html/ https://www.redalyc.org/journal/2250/225057030004/225057030004.epub https://www.redalyc.org/journal/2250/225057030004/movil 10.25100/cdea.v34i60.5927 en http://www.redalyc.org/revista.oa?id=2250 Cuadernos de Administración application/pdf Universidad del Valle Cuadernos de Administración (Colombia) Num.60 Vol.34 |
| title | Service quality in Medellin hotels using perceptual maps |
| topic | Administración y Contabilidad Hotels Tourism Perception maps Quality of service Technology platforms |
| url | https://www.redalyc.org/articulo.oa?id=225057030004 https://www.redalyc.org/journal/2250/225057030004/ https://www.redalyc.org/journal/2250/225057030004/html/ https://www.redalyc.org/journal/2250/225057030004/225057030004.epub https://www.redalyc.org/journal/2250/225057030004/movil |